The Guest Relations Executive is responsible for delivering a positive and seamless experience for patients, attendants, and visitors throughout their hospital journey. This role serves as the primary point of contact for addressing inquiries, resolving concerns, coordinating patient services, and ensuring high standards of hospitality and patient satisfaction.
Key Responsibilities
- Welcome patients, attendants, and visitors with professionalism and empathy.
- Guide patients through the admission, registration, consultation, diagnostic, and discharge processes.
- Assist patients in navigating hospital departments and facilities.
- Address patient and visitor queries promptly and courteously.
- Handle complaints, concerns, and service recovery while ensuring timely resolution.
- Coordinate with clinical and non-clinical departments to facilitate smooth patient care.
- Monitor patient satisfaction and collect feedback through surveys and interactions.
- Ensure VIP patients receive personalized assistance and support.
- Support admission and discharge processes by coordinating with relevant departments.
- Maintain accurate records of guest interactions, complaints, and resolutions.
- Educate patients and attendants about hospital services, policies, and available facilities.
- Ensure waiting areas and reception areas are maintained according to hospital standards.
- Assist in organizing patient engagement activities and awareness programs.
- Escalate critical issues to the appropriate department or management promptly.
- Maintain patient confidentiality and comply with hospital policies and healthcare regulations.
Required Skills
- Excellent verbal and written communication skills.
- Solid interpersonal and customer service skills.
- Empathy, patience, and a patient-centric approach.
- Problem-solving and conflict resolution abilities.
- Professional appearance and positive attitude.
- Ability to work in a fast-paced healthcare environment.
- Strong organizational and multitasking skills.
- Basic computer proficiency, including MS Office and Hospital Information Systems (HIS) or Electronic Medical Records (EMR).
- Ability to handle sensitive situations with discretion and confidentiality.
- Fluency in English and the local language; additional languages are an advantage.
Key Competencies
- Customer Focus
- Communication Skills
- Emotional Intelligence
- Teamwork and Collaboration
- Time Management
- Adaptability
- Attention to Detail
- Professional Ethics
- Service Excellence
Interested candidates may contact to this number-(phone hidden)(Both Male and Female Can apply )