Reports To: Guest Relations Manager / Head Operations
Qualification & Experience
Graduate; qualification in Hospital Administration, Hospitality or Customer Relationship Management preferred. Hospital/hospitality experience preferred.
Responsibilities
1. Conduct regular patient rounds in OPD/IPD areas.
2. Welcome and assist patients, attendants, VIPs and visitors.
3. Explain available hospital facilities and support services.
4. Identify patient concerns proactively and coordinate resolution.
5. Receive complaints professionally and ensure appropriate escalation.
6. Maintain complaint and feedback records and track issues until closure.
7. Coordinate with Nursing, Doctors, Billing, TPA, Housekeeping, Dietary, Pharmacy, Diagnostics and other departments.
8. Support patients during admission, hospitalization and discharge wherever required.
9.
Obtain patient feedback and communicate significant concerns to Operations/Management.
10. Facilitate VIP/protocol services as instructed.
11. Ensure patients and attendants are treated respectfully and courteously.
12. Monitor patient-facing areas and report deficiencies in cleanliness, signage, amenities or service.
13. Assist in service recovery following complaints or service failures.
14. Maintain confidentiality of patient and organizational information.
15. Prepare patient feedback/complaint reports and trend analyses.
16. Participate in patient-experience and quality-improvement initiatives.
17. Perform other responsibilities assigned by Operations/Management.