Job Summary

The Public Relations Officer (PRO) is responsible for managing patient relations, public communication, corporate coordination, and stakeholder engagement to enhance the hospital's image and ensure a positive patient experience. The PRO serves as a liaison between patients, attendants, consultants, hospital departments, corporates, TPAs, government agencies, and the public while ensuring compliance with hospital policies and NABH standards related to patient rights, communication, and grievance management.

Key Responsibilities

1. Patient Relations

- Welcome and assist patients and attendants.
- Guide patients regarding hospital services and procedures.
- Facilitate admissions, discharges, and transfers when required.
- Ensure a positive patient and visitor experience.
- Assist VIP and international patients, if applicable.

2. Patient Feedback & Grievance Handling

- Collect patient feedback through surveys and direct interactions.
- Address patient complaints and grievances promptly.
- Coordinate with concerned departments for timely resolution.
- Maintain patient complaint and feedback registers.
- Ensure closure of complaints within the defined timeline.

3. Public Relations

- Build and maintain a positive public image of the hospital.
- Coordinate with media representatives when authorized.
- Assist in organizing press releases, public announcements, and awareness campaigns.
- Promote hospital achievements and community initiatives.

4. Corporate & Community Liaison

- Coordinate with corporate clients, TPAs, insurance companies, NGOs, government departments, and referral organizations.
- Support corporate health check-up programs and health camps.
- Strengthen relationships with external stakeholders.

5.



Coordination with Hospital Departments

- Coordinate with OPD, IPD, Emergency, Billing, MRD, Nursing, Pharmacy, Laboratory, Radiology, and Administration to resolve patient concerns.
- Ensure smooth communication between departments for patient care.

6. Patient Communication

- Provide accurate information regarding hospital services, consultants, visiting hours, tariffs, and facilities.
- Assist patients in understanding hospital policies and procedures.
- Ensure effective communication during emergencies or service disruptions.

7. Documentation & Reporting

Maintain and submit:

- Daily Patient Visit Reports
- Patient Feedback Reports
- Complaint & Grievance Registers
- Complaint Closure Reports
- Patient Satisfaction Reports
- Monthly Activity Reports

8. NABH Compliance

- Ensure implementation of Patient Rights & Responsibilities.
- Maintain records related to patient feedback and grievance redressal.
- Support NABH assessments and internal quality audits.
- Promote patient-centered care and service excellence.

9. Events & Awareness Programs

- Coordinate patient education programs, health awareness campaigns, hospital events, and community outreach activities.
- Assist the Marketing Department during promotional activities.

10. Confidentiality & Ethics

- Maintain confidentiality of patient and hospital information.
- Follow ethical communication practices.
- Ensure compliance with hospital policies and statutory requirements.

Qualifications

Essential

- Bachelor's Degree in Hospital Administration, Public Relations, Business Administration, Social Work, Hospitality, or any Graduate.

Preferred

- MBA (Hospital Administration/Marketing) or MHA.
- Certification in Customer Relationship Management (CRM) or Patient Relations is desirable

📌 Public Relations Officer (Dadri)
🏢 Navin Meditech
📍 Dadri