Patient Relations Executive

Location: Dubai, United Arab Emirates
Organization: American Hospital Dubai

Job Description

The Patient Relations Executive provides comprehensive front-desk and administrative support to ensure smooth patient registration and admission processes. The role functions as a receptionist, clerical assistant, cashier, and interpreter, ensuring that services meet both internal and external customer expectations. The position is critical in delivering a professional, patient-centered experience while maintaining compliance with hospital policies and procedures.

Key Responsibilities

• Prioritize daily tasks to ensure effective functioning of the unit.

• Follow the chain of command when reporting incidents or concerns.

• Complete correspondence promptly and manage workload efficiently.

• Provide accurate information to prospective patients and hospital staff regarding patient inquiries.

• Maintain strict compliance with hospital safety, infection control, and security policies.

• Answer phone calls politely and maintain proper telephone etiquette.

• Register new patients, ensuring completion and signature of pre-registration forms and collection of valid ID (Emirates ID or Passport).

• Accurately enter registration details into the Cerner system and obtain patient signature on verified printed forms.

• Adhere to hospital policy HPP-206 “Identification of Patient” during booking, registration, and cashier processes.

• Update patient information in Cerner as per established guidelines.

• Ensure correct entry of financial details by collecting appropriate payment documentation.

• Obtain updated patient details and signed consent every 12 months as per HPP-007 “General and Informed Consent.”

• Verify insurance cards against the updated direct billing list.

• Place appropriate claim forms in patient files and ensure required documents are scanned into Cerner.

• Check outstanding balances before registration and coordinate follow-up with the Manager or designee.

• Inform walk-in patients about waiting times.

• Schedule, transfer, and cancel appointments appropriately while informing patients of reference numbers.

• Instruct new patients to arrive 15 minutes early and bring necessary identification, insurance cards, vaccination records, medications, and medical reports.

• Enter and verify charges and orders accurately in the mycare system.

• Liaise with Insurance and Finance Departments to ensure proper documentation.

• Collect payments, issue receipts, and complete cashier reports accurately.

• Follow up on outstanding payments and resolve late charges.

• Handle insurance pre-approval processes and coordinate urgent or routine appointments with Medical Imaging.

• Direct patients to appropriate departments as needed.

• Explain billing details and non-covered charges clearly to patients.

• Support patient satisfaction initiatives and ensure accurate customer survey feedback.

• Address patient complaints promptly by escalating to the Clinic Manager, PRR Coordinator, or Supervisor.

• Assist in orienting new staff members.

• Maintain awareness of hospital services, pricing, packages, and operational hours.

• Ensure work areas are clean and organized.

• Report equipment failures, safety concerns, or supply shortages to the PRR Supervisor or Coordinator.

• Promote accurate incident and complaint reporting to enhance patient and family care.

Qualifications

• High School Graduate

• Diploma preferred

Professional Experience and Skills

• Excellent English and Arabic verbal and written communication skills

• Computer literacy, particularly in iConnect System

• Knowledge of medical terminology

• Experience with customer service principles

• Previous cashier experience is preferred

Job Information

• Job Identification: 4297

• Job Category: Administration and Support

• Posting Date: 26 February 2026

• Apply Before: 04 April 2026

• Job Schedule: Full Time

• Location: Office No. 10L Owner Mohammed and Obaid Al Mulla LLC, Dubai, AE – American Hospital Dubai

This role is ideal for professionals with strong communication skills and healthcare front-office experience who are committed to delivering exceptional patient service in a reputable medical institution.