Job Description: Patient Relations Executive
Job Summary
We are seeking a compassionate and customer-oriented Patient Relations Executive to ensure a positive experience for patients and their families. The ideal candidate will serve as the primary point of contact, assisting patients with appointments, inquiries, concerns, and feedback while coordinating with clinical and administrative teams to deliver high-quality service.
Key Responsibilities
- Welcome and assist patients and visitors in a professional and courteous manner.
- Coordinate patient registration, appointments, admissions, and discharge processes.
- Respond to patient inquiries, concerns, and complaints promptly, ensuring timely resolution.
- Act as a liaison between patients, doctors, nursing staff, and other hospital departments.
- Educate patients about hospital services, policies, and procedures.
- Collect and document patient feedback to improve service quality and patient satisfaction.
- Support patient experience initiatives and ensure compliance with service standards.
- Maintain accurate patient records and ensure confidentiality of patient information.
- Coordinate with insurance and billing teams when required to facilitate patient services.
- Follow up with patients to ensure satisfaction and address post-service concerns.
- Prepare reports related to patient feedback, complaints, and service quality metrics.
- Ensure compliance with hospital policies, healthcare regulations, and patient privacy requirements.
Required Qualifications
- Bachelor's degree in Hospital Administration, Healthcare Management, Business Administration, Social Work, or a related field.
- 1–3 years of experience in patient relations, customer service, front office, or healthcare administration.
- Freshers with strong communication and interpersonal skills may also be considered.
Required Skills
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Ability to handle sensitive situations with empathy and professionalism.
- Good organizational and multitasking abilities.
- Proficiency in Microsoft Office and Hospital Information Systems (HIS) or Electronic Medical Records (EMR) is an advantage.
- Strong problem-solving and conflict-resolution skills.
- Ability to maintain confidentiality and handle patient information responsibly.
Preferred Skills
- Experience in hospitals, clinics, or healthcare organizations.
- Knowledge of healthcare quality standards and patient satisfaction practices.
- Multilingual communication skills are an added advantage.
Key Competencies
- Patient-centric approach
- Empathy and compassion
- Communication and relationship management
- Conflict resolution
- Attention to detail
- Teamwork and collaboration
- Time management
- Professionalism and integrity
Working Conditions
- Full-time position.
- May require rotational shifts, weekends, or public holiday duties based on hospital operations.
- Primarily office and patient-facing environment with regular interaction across hospital departments.
