Patient Relationship Officer (PRO) - Roles & Responsibilities
- Serve as the primary point of contact for patients, ensuring a seamless and satisfactory care experience.
- Manage patient queries, grievances, and feedback with timely resolution and proper escalation when required.
- Coordinate between patients and clinical/administrative teams to streamline appointments, admissions, and discharge processes.
- Maintain accurate patient records, documentation, and follow-up communication.
- Ensure high standards of service quality, patient engagement, and retention.
- Monitor patient satisfaction metrics and implement service improvement initiatives.
- Support billing coordination and assist patients with service-related clarifications.
Qualification Requirements
- Bachelor’s degree in Healthcare Administration, Hospital Management, Business Administration, or a related field.
- 1-3 years of experience in patient coordination, front office, or customer service within a healthcare setup.
- Strong communication skills (verbal and written) in English and local language.
- Proficiency in MS Office and basic Hospital Management Systems (HMS).
- Good interpersonal skills with a patient-centric approach.
- Ability to handle grievances, maintain confidentiality, and manage sensitive patient information.
Preferred Criteria
- Prior experience in a hospital, physiotherapy centre, or multi-specialty healthcare setup.
- Certification or diploma in Hospital Administration / Healthcare Management.
- Experience in handling patient grievance redressal and service quality monitoring.
- Robust coordination skills with clinical and billing departments.