- Greet arriving patients and visitors at the helpdesk, emergency, or out-patient department (OPD) with courtesy.
- Guide patients through registration, admission, and discharge processes.
- Familiarize patients and attendants with hospital facilities, room categories, visiting hours, and safety protocols.
Communication & Liaison
- Act as a single point of contact for patient queries, grievances, and special requests.
- Coordinate smoothly with clinical teams, nursing staff, billing, and housekeeping to explicit service delays.
- Conduct regular ward rounds and courtesy visits to admitted patients to check on their comfort and satisfaction.
Complaint & Conflict Resolution
- Listen actively and empathetically to upset patients or family members.
- Handle service-related grievances on the spot or escalate complex administrative/clinical issues to the Floor Manager or HoD.
- Maintain a daily feedback and complaint logbook in the CRM software.
Feedback & Process Improvement
- Collect real-time or digital patient feedback forms during and after their stay.
- Analyze recurring pain points (e.g., waiting times, billing queries, room cleanliness) and report them to management to improve hospital operations.