Key Responsibilities

A.

Patient

Interaction &

- Assistance

- Welcome and assist patients and their attendants in a polite and professional 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 qualified 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