JD Name: Patient Relations Officer

JD No: FF/OP/PRO/05

Designation/Position

Executive/ Sr Executive

Category (on/off-roll)

On Roll

Department

Outpatient

Specialization

OP Services

Primary Work Location

Across all the FF units

Other Unit Travel (yes/no)

On a need basis

Direct Reporting to

Manager

Performance Manager

OP Manager / Unit Admin

Job type

Full Time

Role Type

Team Member

Shift Type

Rotational Shifts

Workdays/week

6 days

Experience

0 - 5 years

Languages Known

English/ Hindi/ Telugu

Leave Benefits

As per the policy

Other Benefits

Statutory Advantages/Health Insurance

Primary Academic Qualifications

Bachelor's Degree in a relevant field

Additional Qualifications

Diploma in Computer (Optional)

Functional Skills & Knowledge

- Patient service/care expertise

- Knowledge of Health regulations (patient rights).

- Record keeping & maintaining Data.

Behavioural Skills

- Strong Communication skills

- Proactive approach & Listening skills.

- Flexibility & Adaptability.

- Interpersonal skills.

- Grievance handling skills

Resources Needed to perform the job

Shared resources - Desktop computer, printer, CUG

Job Purpose

To enhance patient satisfaction and ensure a positive, efficient, and supportive experience throughout.

Job Responsibilities

KRA

Details

1. Help Desk Management

1. Greet and receive the patients.

2. Direct the patients to their designated departments.

3.



Engage with the patients by directing them to Financial Counselling, Dietitians, etc. in case of long waiting times.

4. Monitor waiting times and ensure effective coordination between doctors and patients.

5. Counsel and respond to the patient's needs, requirements, and concerns as appropriate

2.Grievance Handling

1. Address patients' grievances and resolve them promptly.

2. Escalate conflict with patients if required.

3. Patient Feedback

1. Analyse feedback and share the report with the Reporting Manager, Unit Admin, and MD.

2. Identify and discuss opportunities to improve patient satisfaction and experience.

3. Drive customer satisfaction and loyalty by assisting the patients and ensuring their satisfaction before, during, and after they visit the hospital.

4. Data and Reports management

1. Maintain accurate records of patient complaints and feedback.

2. Maintain and share the data related to patient appointments/waiting time and other key indicators as discussed with the administrator

Additional Responsibilities – Administrative / Academic Areas (if any)

1. Providing training and support to new joiners on patient interaction, patient service, and conflict resolution to enhance the overall patient experience.

Pay: From ₹20,000.00 per month

Benefits:

- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Work Location: In person

📌 Patient Relation Officer, Guest Relation Officer (India)
🏢 Fernandez Hospital
📍 India