Guest Service Officer

Overview

About M42

M42 is a global health champion powered by artificial intelligence (AI), technology and genomics to advance innovation in health for people and the planet. Headquartered in Abu Dhabi, M42 combines its specialized, state-of-the-art facilities with integrated health solutions like genomics and biobanks, and harnesses advanced technologies to deliver precise, preventive and predictive care, to impactfully disrupt traditional healthcare models and positively impact lives globally.

Established in 2022, following the coming together of G42 Healthcare and Mubadala Health, M42 has more than 480 facilities in 26 countries and over 20,000 employees. M42 includes renowned healthcare providers including Cleveland Clinic Abu Dhabi, Danat Al Emarat, Diaverum, Imperial College London Diabetes Centre, Sheikh Sultan bin Zayed Hospital, and Moorfields Eye Hospital Abu Dhabi. As well as operating the Emirati Genome Programme, M42 runs Abu Dhabi BioBank and Abu Dhabi Health Data Services (ADHDS), a global tech-enabled healthcare company operating Malaffi.

About ICLDC

Imperial College London Diabetes Centre (ICLDC), a M42 partner, is a state-of-the-art outpatient facility that specialises in diabetes treatment, research, training and public health awareness.

In just over a decade, the Centre has gained international renown for its holistic approach to the treatment of diabetes and related complications that enables patients to receive the full spectrum of care they need in one place.

ICLDC was established in 2006 in Abu Dhabi by Mubadala in partnership with the UK’s Imperial College London to address the growing demand for diabetes care in the UAE. The centre now operates three branches across Abu Dhabi and Al Ain, touching the lives of more than one million people through patient-centric programmes and public health initiatives.

About The Role

We are searching for UAE Nationals to be a part of our Patient Access Services team as Guest Services Officer.

As a Guest Services Officer, you will be the first point of contact for patients, families, and visitors, ensuring a welcoming and efficient experience at our healthcare facilities. Your role will encompass patient registration, appointment scheduling, insurance verification and eligibility through the official platforms. All while maintaining the highest standards of service excellence. Additionally, this position requires translation support in consultation with the physicians (Arabic to English/English to Arabic).

This role is ideal for individuals passionate about delivering exceptional patient care and customer service, ensuring a seamless experience for all visitors at our healthcare facilities.

Responsibilities

• Greet and assist patients, ensuring a positive and professional first impression.
• Manage patient registration, verify insurance eligibility, and schedule appointments.
• Handle cash collections, billing inquiries, and ensure accurate patient identification.
• Serve as an interpreter (Arabic to English / English to Arabic) to facilitate clear communication between patients and medical staff.
• Perform clinical assistant duties as required.
• Ensure compliance with DOH, DHA, and JCI regulations.
• Communicate effectively with patients, families, and medical teams in a timely and professional manner.
• Contribute to process improvements and initiatives aimed at enhancing service excellence.
  
  

Working Hours

Daily Hours: 9.5 hours per day (including a 30-minute break)

Weekly Hours: 48 hours per week

Working Days: Monday – Friday

Days Off: Saturday, plus a rotational Sunday (one Sunday per month). When working on a Sunday, the employee may take an alternate day off the following week.

Shift Options, based on rotation:

6:00 AM – 3:30 PM

7:00 AM – 4:30 PM

8:00 AM – 5:30 PM

9:00 AM – 6:30 PM

Qualifications

• 2+ years of experience in customer service, patient access, translation, or an administrative role, preferably in a healthcare setting.
• Strong attention to detail with the ability to work efficiently in a fast-paced environment.
• Excellent communication and interpersonal skills with a patient-centric approach.
• Proficiency in Microsoft Office and familiarity with hospital systems (e.g., EMR, insurance portals).
• Fluency in both English and Arabic, with the ability to serve as a translator.
• Expereince with Cerner Oracle is a nice to have.