Patient Counselor

About the Role

The Patient Counselor at Al Tadawi Healthcare Group in Dubai is responsible for supporting patients throughout their healthcare experience by providing detailed guidance on medical services, treatment plans, financial and insurance matters, and appointment scheduling. This role acts as a vital connection between patients, physicians, and various departments to ensure a smooth, professional, and confidential patient journey that complies with Dubai Health Authority standards and internal policies.

Key Responsibilities

• Welcome patients and assist throughout their treatment process.
• Clearly explain treatment protocols, procedures, and service choices as advised by the medical team.
• Manage scheduling of appointments, diagnostic tests, and follow-ups efficiently.
• Coordinate communication among patients, doctors, nursing staff, and other relevant units.
• Provide comprehensive counseling on treatment outcomes, timelines, and healthcare services available.
• Educate patients on pre- and post-treatment instructions.
• Address inquiries, resolve complaints, and offer emotional support professionally while respecting patient confidentiality.
• Prepare and communicate treatment cost estimates and assist with billing explanations.
• Liaise with insurance departments to confirm coverage, explain benefits and exclusions, and facilitate payments and approvals.
• Maintain meticulous patient records and documentation in electronic medical systems.
• Ensure completion of consent forms and documentation prior to treatment.
• Deliver exceptional customer service, handle patient feedback, and support initiatives aimed at improving patient satisfaction.
• Collaborate closely with multidisciplinary teams including physicians, nurses, insurance coordinators, and finance departments to optimize patient care.
• Ensure compliance with DHA regulations, hospital policies, and ethical standards.
• Participate in continuous professional development, training workshops, and quality improvement programs.

Qualifications and Experience

• Bachelor's degree in Healthcare Administration, Nursing, Business Administration, Psychology, Social Work, or related fields.
• Certifications in Customer Service, Patient Experience, or Healthcare Administration are advantageous.
• Basic Life Support (BLS) certification preferred.
• At least 2 to 3 years’ experience in patient counseling, healthcare administration, or similar roles, preferably within hospital, medical center, or outpatient settings.
• Familiarity with insurance approvals and medical billing processes beneficial.
• Experience in DHA-licensed facilities considered a plus.

Skills and Competencies

• In-depth understanding of healthcare services and patient care workflows.
• Familiarity with medical terminology and healthcare insurance procedures.
• Strong communication, interpersonal, and counseling capabilities.
• Excellent customer service, problem-solving, conflict management, and organizational skills.
• Proficiency with Electronic Medical Records (EMR), Hospital Information Systems (HIS), and Microsoft Office.
• Ability to maintain professionalism, ethical standards, and confidentiality.
• Effective teamwork and time management skills.

Working Conditions and Additional Information

• Role based in hospital, medical center, or outpatient clinic setting in Dubai.
• Standard office hours with occasional flexibility needed for evenings, weekends, or public holidays.
• Requires frequent interaction with patients, their families, healthcare professionals, and insurance providers.
• Adherence to infection control, occupational safety, and organizational health policies mandatory.

Performance Metrics

• Measured by patient satisfaction and experience.
• Efficiency in appointment scheduling and treatment acceptance.
• Accuracy of documentation and financial communication.
• Timeliness of insurance approvals.
• Resolution of patient issues and complaints.
• Compliance with DHA regulations and organizational standards.
• Engagement in quality improvement and training activities.