Reports to: Director of Medical Services

Purpose: The job holder will provide accurate and timely coordination of the services provided by the Office of Medical Services at both clinics in New Cairo and Tahrir and have a major role in prioritizing workflows and managing patient expectations. He or She will provide an empathetic and efficient first-contact customer service experience for patients and visitors, ensuring everyone is acknowledged in a professional, friendly, helpful, and culturally appropriate manner, using discretion, and diplomacy in compliance with the AUC code of conduct.

Principal Accountabilities:

• Ensure all customers are acknowledged promptly and courteously, as they should be made to feel welcome, and any initial inquiries should be answered and referred to the Nurse first for initial triage
• Responsible for the reception operations provided by the Office of Medical Services at both clinics
• Respond to patients and visitors in person or on the telephone, take detailed messages, and provide all information and advice over the phone, restricted to non-medical information only
• Ensure all patients are registered at the front desk of the AUC Office of Medical Services and provide a list of available walk-in doctors to the patients on demand
• Ensure all medical matters, emergencies or urgent medical conditions are referred to the Nurse or physician on duty
• Ensure all messages are recorded accurately, processed and delivered to the appropriate person accurately and promptly
• Ensure patient appointments, either through the appointment system or by phone, are accurately assigned according to urgency and availability
• Rearrange appointments, if the schedule has been disrupted, to eliminate the patients waiting time
• Ensure the medical record is endorsed to the nursing counter
• Manage scheduled patient appointments, notify the medical teams and remind providers of service delays
• Ensure inquiries from patients, visitors, and others are dealt with courteously and as quickly as possible
• Maintain a calm and orderly environment in the reception area
• Check and maintain patient details regularly and ensure completion of the patient's data on the medical records
• Ensure patients’ referrals are complete and respond to the inquiries
• Ensure endorsing and handling the referrals to the customers professionally and keep accuracy and confidentiality
• Ensure patients are informed of any delays
• Ensure the waiting area is monitored and clean at all times and ensure proper arrangements for patients' arrival
• Alert the Nurses for the patients who seem very ill or upset
• Ensure patients are invoiced accurately in non-insured services following AUC policies
• Process and receive all payments as per AUC policies
• Handle petty cash as per the AUC financial policies in collaboration with the specialist administration in charge of financial affairs
• Process invoices of medical insurance companies and related healthcare providers, which includes reviewing and completing patients’ information, claims, and financial transactions
• Ensure proper documentation, generate an Excel sheet with all invoices, create payment requests for them to be submitted to the controller`s office and manage the filing system accurately and regularly
• Reconcile insurance and related healthcare providers' invoices regularly and report any discrepancies
• Provide regular reports and statistics of provided services through the front desk
• Ensure patient files are kept in the appropriate order, categorized, and in chronological order
• Date and process all incoming mail, outgoing mail and requests, and fill the required forms and requests of the whole Office of Medical Services staff
• Ensure all outgoing mail and courier deliveries are sorted, correctly addressed, stamped, posted, and distributed following the AUC policies
• Manage all of the office administrational duties
• Maintain stock levels of stationery at an adequate level
• Maintain patient medical records by obtaining, recording, and updating personal and financial information
• Coordinate the exchange of employees’ files between both clinics under the Office of Medical Services
• Provide accurate data reporting and generate periodic statistics for the received emails, and appointed systems regularly
• Process sick leaves for all AUC faculty and staff, and prepare a periodic report to HR and on the SAP system
• Manage logistics and communications and attend the related meetings to arrange for events and commencements to manage the requested assistance for attendees and medical staff arrangements
• Report chronic cases and work injury among other statistics to the Director of Medical Services
• Ensure patient confidentiality is maintained at all times, as per practice policy, and follow the health information privacy policies and patients' rights
• Protect patients’ rights by maintaining confidentiality of medical, personal, and financial information
• Participate in regular training as assigned
• Maintain a current Basic life support (BLS) for the non-medical certificate
• Arrange or attend all staff and team meetings as requested and take meeting minutes when needed
• Comply with all AUC health and safety policies
• Ensure office and staff are secure by locking office doors that are not required for patient access when not in use, i.e., main entrance door after working hours
• Participate in staff immunization programs for seasonal influenza and other vaccine-preventable diseases as recommended, responding to AUC community requests, emails, and payment processing, and coordinating with patients and nurses for receiving the shot
• Responsible for checkup programs, including organizing referrals with external healthcare providers, i.e., hospitals, clinics, medical centers, scan centers, and labs
• Ensure all customers with disabilities are acknowledged promptly and courteously, and that their requests are handled and communicated to the concerned medical staff promptly
• Ensure all complaints are documented and directed to the concerned medical staff
• Responsible for receiving, verifying, and distributing medicine to patients while maintaining confidentiality and providing timely regular reporting
• Perform other related duties as requested by direct supervisor

Requirements:

Minimum Education Requirement:

• University degree is required

Experience:

• Minimum of five years of experience

Skills:

• Ability to work effectively in a diverse community
• Excellent interpersonal, communication and administration skills
• Maintain high degree of confidentiality at all times
• Excellent organizational and planning skills
• Excellent typing skills, English and Arabic
• Excellent financial skills
• Excellent computer skills
• SAP user

This position is open until January 22, 2025

Placement is based on the candidate’s experience and skills. Only candidates who make it to the short list will be contacted

"The American University in Cairo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals with disabilities are encouraged to apply."

“We thank all individuals who have expressed interest in working at The American University in Cairo.”