### Job Description – PRO (Patient Relations Officer)

Cosmediks Clinic

Job Title: Patient Relations Officer (PRO)

Department: Patient Relations / Clinic Operations

### Job Summary

The Patient Relations Officer is responsible for managing patient communication, coordinating appointments, ensuring patient satisfaction, handling concerns, and supporting the clinic’s business growth through effective follow-ups and treatment package conversions.

### Duties and Responsibilities

1. Patient Communication

* Handle incoming and outgoing patient calls professionally.

* Respond to patient enquiries through phone and WhatsApp.

* Provide accurate information about clinic services, appointments, and treatments.

2. Appointment Management

* Schedule and confirm patient appointments.

* Maintain accurate appointment charts and daily schedules.

* Coordinate with doctors, nurses, and reception staff to ensure smooth patient flow.

3. Existing Patient Follow-up

* Follow up with existing patients regularly regarding their treatments and next sessions.

* Inform patients about pending sessions, balance payments, and follow-up consultations.

* Maintain proper follow-up records and ensure no patient is missed.

4. Patient Satisfaction and Complaint Handling

* Address patient concerns politely and professionally.

* Coordinate with doctors and the medical team to resolve patient issues.

* Ensure patients receive proper guidance and a positive clinic experience.

5. Treatment Package Conversion

* Identify existing patients who may benefit from further treatments or packages.

* Explain approved packages, offers, and treatment plans as authorised by the clinic.

* Follow up with interested patients to improve conversions and revenue.

6. Coordination and Documentation





* Coordinate between patients, doctors, nurses, and management.

* Maintain accurate patient communication records, follow-up details, and appointment updates in the CRM.

* Ensure all calls, tasks, and follow-ups are completed within the assigned time.

7. Daily Reporting and Target Achievement

* Submit daily reports on calls, follow-ups, appointments, conversions, and pending tasks.

* Work towards assigned targets for patient follow-ups, appointment bookings, and package conversions.

* Complete all assigned tasks and overdue follow-ups on time.

8. Other Responsibilities

* Maintain patient confidentiality and professional behaviour.

* Support reception and other clinic operations whenever required.

* Follow clinic policies, management instructions, and standard operating procedures.

### Required Qualifications and Skills

* Graduate preferred.

* Previous experience in patient relations, customer service, healthcare, or cosmetology is preferred.

* Excellent communication and interpersonal skills.

* Good telephone etiquette and convincing skills.

* Basic computer and CRM software knowledge.

* Robust organisational and problem-solving skills.

* Ability to handle patients politely and work towards targets.

### Performance Expectations

* Timely completion of patient follow-ups.

* Accurate appointment scheduling and documentation.

* Improved patient satisfaction and retention.

* Achievement of assigned conversion targets.

* Proper coordination with the medical team.

* Zero negligence in patient communication and follow-up responsibilities.

Reporting to: Clinic Manager / Management

Pay: ₹15,000.00 - ₹17,000.00 per month

Benefits:

- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Internet reimbursement

Work Location: In person

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