Role & responsibilities

1. Patient Counseling and Guidance

- Counsel patients and their attendants regarding hospital services, procedures, and available facilities.
- Provide clear information about the patient care process, admission procedures, investigations, and discharge formalities.
- Guide patients to the appropriate departments and services as required.

2. Patient Coordination

- Coordinate with doctors, nursing staff, billing, admissions, diagnostics, and other hospital departments to facilitate seamless patient care.
- Assist patients in navigating hospital processes and minimize delays in service delivery.
- Support patients and attendants in understanding the next steps in their treatment journey, in coordination with the treating team.

3. Patient Experience and Satisfaction

- Proactively interact with patients and attendants to understand their needs and concerns.
- Ensure timely resolution of patient queries, complaints, and service-related issues.
- Conduct patient feedback activities and support initiatives to improve patient satisfaction.
- Maintain a courteous, empathetic, and qualified approach at all times.

4. Complaint Management

- Receive and document patient grievances and escalate unresolved issues to the concerned department or reporting manager.
- Follow up on complaints to ensure timely closure and patient satisfaction.
- Maintain records of patient feedback, complaints, and corrective actions.

5. Documentation and Reporting

- Maintain accurate records of patient interactions, counseling, feedback, and complaints.




- Prepare daily or periodic reports as required by the department.
- Ensure confidentiality of patient information and compliance with hospital policies.

6. Quality and Compliance

- Adhere to hospital protocols, patient rights and responsibilities, infection control practices, and applicable quality standards.
- Maintain patient privacy, dignity, and confidentiality in all interactions.
- Support hospital quality improvement initiatives and patient experience programs.

Preferred candidate profile

- Graduate in any discipline; candidates with a background in Psychology, Social Work, Hospital Administration, Healthcare Management, or a related field will be preferred.
- 13 years of experience in patient counseling, patient relations, customer service, or hospital operations. Freshers with strong communication and interpersonal skills may also be considered.
- Excellent communication and counseling skills, with fluency in Hindi and English.
- Strong patient-handling skills with an empathetic, courteous, and patient-centric approach.
- Ability to handle patient queries, grievances, and escalations professionally.
- Good coordination and follow-up skills to ensure smooth patient flow and timely resolution of concerns.
- Proficiency in MS Office and basic computer applications; experience with hospital information systems (HIS) will be an advantage.
- Presentable, proactive, and service-oriented, with the ability to work effectively in a fast-paced hospital environment.
- Willingness to work in rotational shifts, if required.

📌 Counsellor (New Delhi)
🏢 Aakash Health Care
📍 New Delhi