Key Responsibilities A. Patient Interaction & Assistance

- Welcome and assist patients and their attendants in a polite and skilled manner.
- Understand patient requirements and provide appropriate guidance.
- Explain hospital services, procedures, facilities, and department locations.
- Assist patients with OP, IP, diagnostic, billing, pharmacy, insurance, and other service-related queries.
- Guide patients to the appropriate department or concerned staff member.
- Support elderly, differently abled, and special-needs patients whenever required.

B. Patient Complaint & Grievance Handling
- Receive and understand patient complaints, concerns, and feedback.
- Handle complaints calmly and professionally without arguing with patients or attendants.
- Coordinate with the concerned department for timely resolution.
- Escalate serious or unresolved complaints to the reporting manager.
- Maintain proper records of complaints and their resolution status.
- Follow up with patients to ensure satisfactory closure of complaints.

C. Patient Experience
- Regularly interact with patients and attendants to understand their experience.
- Conduct patient rounds / service rounds as assigned.
- Identify service gaps and communicate them to the concerned departments.
- Ensure patients receive proper communication regarding delays or changes in services.
- Promote patient-friendly and compassionate service practices.

D. Department Coordination
- Coordinate with doctors, nursing, front office, billing, pharmacy, diagnostics, housekeeping, security, insurance, and other departments.
- Follow up on patient requests and ensure timely responses.
- Coordinate for special patient requirements and VIP/VVIP visits as instructed.
- Support smooth communication between patients and hospital departments.

E. Feedback Management
- Collect patient feedback through feedback forms, calls, QR systems,



or other hospital-approved methods.
- Monitor patient feedback and identify recurring concerns.
- Share feedback trends with the reporting manager.
- Assist in implementing corrective actions based on patient feedback.

F. Discharge & Billing Support
- Assist patients and attendants in understanding the discharge process.
- Coordinate with billing, insurance, pharmacy, nursing, and other concerned departments for discharge-related queries.
- Follow up on delays and communicate the status to patients/attendants.
- Escalate unresolved billing or discharge concerns appropriately.

G. Documentation & Reporting
- Maintain daily patient interaction and complaint records.
- Prepare daily/weekly/monthly reports as required.
- Maintain complaint registers and follow-up records.
- Track pending complaints until closure.
- Maintain confidentiality of patient information and hospital records.

H. Hospital Standards & Compliance
- Follow hospital policies, SOPs, and patient-service standards.
- Maintain patient confidentiality and privacy.
- Follow NABH requirements related to patient rights, patient communication, feedback, and grievance handling.
- Maintain professional behaviour and appropriate communication at all times.
- Follow infection-control and hospital safety practices as applicable.

Qualification: Any Degree / Healthcare or Hospital Management preferred
Experience: 1–3 years in hospital patient relations / front office / customer service preferred

Required Skills

- Excellent verbal and written communication skills
- Good interpersonal and patient-handling skills
- Active listening
- Problem-solving ability
- Complaint-handling skills
- Good coordination skills
- Patience and empathy
- Ability to work under pressure
- Basic computer knowledge
- MS Office / hospital software knowledge
- Good documentation and reporting skills
- Ability to communicate with patients and attendants professionally

📌 Patient Relation Officer( PRO) (Chennai)
🏢 GEM HOSPITAL
📍 Chennai