1. Patient Handling and Assistance

- Welcome and guide patients and their attendants.
- Assist patients with OPD consultations, admissions, discharges, and diagnostic services.
- Explain hospital procedures, service locations, and processes.
- Help elderly patients, differently abled patients, and emergency cases as needed.
- Ensure patients receive timely assistance throughout their hospital visit.

2. Patient Grievance Handling

- Listen to patient complaints and concerns patiently.
- Resolve complaints promptly within the scope of authority.
- Coordinate with the concerned departments to address issues.
- Escalate reliable complaints to the Patient Relations Manager or hospital administration.
- Document complaints, corrective actions, and resolution status.
- Follow up with patients to confirm their concerns have been addressed.

3. Patient Satisfaction and Feedback

- Collect patient feedback through forms, calls, surveys, or direct interaction.
- Conduct patient satisfaction rounds in wards, OPD, and other service areas.
- Identify recurring complaints and service gaps.
- Suggest improvements to enhance patient satisfaction.
- Monitor feedback trends and prepare reports for management.

4. Interdepartmental Coordination

- Coordinate with doctors, nursing staff, billing, pharmacy, laboratory, radiology, housekeeping, security, and insurance/TPA departments.
- Facilitate timely communication between patients and hospital staff.
- Help resolve delays in consultations, investigations, billing, and discharge.
- Ensure patient concerns are communicated to the appropriate department.

5. Communication and Counselling

- Communicate politely and professionally with patients and attendants.




- Explain hospital processes and policies in simple language.
- Handle upset or dissatisfied patients calmly and empathetically.
- Provide accurate information without making unauthorized medical commitments.
- Maintain patient confidentiality and respect patient dignity.

6. Admission and Discharge Support

- Assist patients with admission-related queries and documentation.
- Coordinate with billing and nursing teams to minimize unnecessary delays.
- Help patients understand discharge procedures and billing processes.
- Direct clinical questions about diagnosis, medication, or treatment to the treating doctor or authorized clinical staff.

7. Documentation and Reporting

- Maintain a patient complaint and feedback register.
- Record complaint details, department involved, action taken, and closure time.
- Prepare daily, weekly, or monthly patient relations reports.
- Track complaint resolution timelines and pending issues.
- Maintain records in accordance with hospital policies and confidentiality requirements.

8. Quality and Patient Safety

- Support hospital quality initiatives and patient experience improvement activities.
- Report potential patient safety concerns through the prescribed escalation process.
- Follow hospital policies, standard operating procedures (SOPs), and applicable quality standards.
- Assist during internal audits and accreditation activities, where required.

Pay: ₹11,000.00 - ₹17,000.00 per month

Benefits:

- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Education:

- Bachelor's (Preferred)

Shift availability:

- Day Shift (Preferred)
- Night Shift (Preferred)

Work Location: In person

📌 Counsellor cum PRE ( Patient Relations Executive) (Tirupati)
🏢 Akshiraa Mom & Me Hospitals
📍 Tirupati