Guest Services Officer - Billing experience

About This Role

Overview M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Sheikh Sultan bin Zayed Hospital is a state-of-the-art hospital serving Northern Emirates. With 200+ beds and JCI accreditation, it delivers world-class, community-focused care. By leveraging cutting-edge technologies and the expertise of M42’s renowned network (including Imperial College London Diabetes Centre, Amana Healthcare, Mubadala Health Dubai, and Healthpoint), SSBZH stands at the forefront of medical innovation. The hospital is dedicated to improving health outcomes, facilitating access to quality care and addressing the unique needs of military personnel, their families, and the broader community in the Northern Emirates.

The Guest Services Officer serves as the first point of contact for patients and visitors, ensuring a seamless and positive patient experience. The role is responsible for patient preregistration, registration, scheduling, insurance verification, and cash handling while delivering exceptional customer service both in person and over the phone. The ideal candidate will have a strong background in customer service and billing within a healthcare environment.

Responsibilities

• Welcome patients and visitors, verify identification, and ensure accurate preregistration and registration by collecting and updating demographic and insurance information.
• Perform insurance eligibility checks, validate procedures, and clearly communicate out‑of‑pocket responsibilities to patients.
• Obtain required patient signatures, distribute patient rights documents, and ensure full compliance with regulatory and organizational standards.
• Manage appointment scheduling, follow‑ups, reminders, and coordination of patient visits to support smooth clinic operations.
• Handle cash collection, billing transactions, reconciliation, and deposits in accordance with established financial procedures.
• Deliver exceptional customer service while maintaining professionalism, confidentiality, and sensitivity to patient needs.
• Address patient inquiries and concerns, de‑escalate complaints when necessary, and coordinate with team leaders to resolve service issues promptly.
• Support operational requirements, including shift work, roster coverage, and front‑desk coordination.
• Perform general administrative duties such as answering phones, responding to emails and messages, and ensuring efficient patient flow within the clinic.

Qualifications

• Vocational / Technical Education
• Experience in customer service within a healthcare or hospitality environment (e.g., hospitals, clinics, hotels, patient services, or front desk operations)
• Strong background in billing, cash handling, and insurance verification
• Familiarity with healthcare information systems and patient registration workflows
• Knowledge of insurance processes, eligibility checks, and billing practices
• Strong multitasking skills and ability to work in a fast‑paced environment
• Team‑oriented with flexibility to support operational needs