To ensure a positive patient experience by providing assistance, addressing patient and attendant concerns, coordinating with various hospital departments, and maintaining effective communication between patients, families and hospital staff.
2. Key Responsibilities
- Greet and assist patients and their attendants in a courteous and professional manner.
- Attend to patient queries, complaints, feedback and grievances and ensure timely resolution.
- Conduct regular rounds across inpatient and outpatient areas to interact with patients and collect feedback.
- Coordinate with doctors, nursing staff, billing, pharmacy, diagnostics and other departments to resolve patient concerns.
- Explain hospital procedures, services and processes to patients and their attendants.
- Assist patients with admission, discharge, appointments and other hospital-related requirements.
- Maintain records of patient complaints, feedback, suggestions and actions taken.
- Follow up with patients and departments to ensure satisfactory resolution of complaints.
- Support patients and attendants during emergency situations by coordinating with the concerned departments.
- Ensure patient confidentiality and maintain professional behaviour at all times.
- Identify recurring patient concerns and communicate them to the reporting manager for service improvement.
- Promote patient satisfaction and contribute towards improving the overall patient experience.
3. Educational Qualification
- Graduate in any discipline.
- Bachelor's degree in Hospital Management / Healthcare Management / Hotel Management will be an added advantage.
4. Experience
- 0–3 years of experience in hospital patient relations, customer service or hospitality.
- Freshers with positive communication and interpersonal skills may also apply.
5. Required Skills
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Good problem-solving and conflict-management abilities.
- Patient handling and grievance management.
- Ability to coordinate with multiple departments.
- Basic computer knowledge and MS Office skills.
- Empathy, patience and a positive attitude.
- Ability to work in rotational shifts, including weekends if required.
6. Key Performance Indicators (KPIs)
- Patient satisfaction levels.
- Timely resolution of patient complaints.
- Patient feedback collection and documentation.
- Effective coordination with hospital departments.
- Reduction in repeated patient grievances.
- Quality of patient interaction and service delivery.
7. Desired Competencies
- Patient-centric approach.
- Professionalism and accountability.
- Emotional intelligence.
- Teamwork and collaboration.
- Effective communication and active listening.
- Ability to handle difficult situations calmly.