Job DescriptionJob Title : Public Relations Officer (PRO)
Department : Patient Relations
Reporting To : Hospital Administrator / Operations Manager
Location : Ground Floor
Hospital Type : NABH Accredited Hospital
Job Purpose
To ensure smooth coordination and patient-friendly services across all ground floor departments by acting as a liaison between patients, attendants, doctors, and hospital staff, while maintaining NABH standards of quality, safety, and patient satisfaction.
Key Responsibilities1. General & Ground Floor Operations
- Serve as the first point of contact for patients, attendants, and visitors.
- Oversee daily operations of all ground floor departments.
- Ensure smooth patient flow, queue management, and waiting area discipline.
- Coordinate with housekeeping, security, and maintenance for cleanliness and safety.
- Ensure proper display and communication of patient rights and responsibilities.
- Maintain professional conduct and uphold the hospital’s image at all times.
2. Casualty / Emergency Department
- Guide emergency patients and attendants promptly and calmly.
- Coordinate with casualty doctors, nurses, and ambulance services.
- Assist in admission formalities, consent processes, and documentation.
- Manage crowd control and anxious attendants during emergencies.
- Support medico-legal cases (MLC) as per hospital policy and legal guidelines.
- Ensure emergency services comply with NABH patient-care standards.
3. Tele-Calling Department
- Supervise tele-calling operations for appointments, follow-ups, and patient inquiries.
- Ensure proper call etiquette, language, and professionalism.
- Monitor call quality, response time, and patient communication.
- Coordinate appointment schedules with OPD and consultants.
- Handle escalated complaints received via tele-calling.
- Ensure confidentiality and data privacy as per NABH norms.
4. OPD Department
- Assist patients with OPD registration, consultation, diagnostics, and pharmacy guidance.
- Coordinate OPD schedules and manage patient movement.
- Communicate delays, changes, or rescheduling of doctor appointments.
- Address OPD-related complaints and feedback.
- Assist senior citizens, VIP patients, and differently-abled individuals.
- Ensure OPD services align with NABH standards and patient satisfaction goals.
5. Billing Department
- Guide patients and attendants on billing procedures and estimates.
- Coordinate with billing staff for deposits, interim bills, and final discharge bills.
- Address billing-related queries and resolve disputes professionally.
- Assist in insurance/TPA and cashless claim coordination.
- Ensure timely discharge by avoiding billing delays.
- Maintain transparency and courteous communication regarding billing matters.
6. NABH & Quality Responsibilities
- Adhere strictly to NABH guidelines related to patient rights, safety, and confidentiality.
- Participate in NABH audits, mock drills, and quality improvement activities.
- Support incident reporting and corrective/preventive action processes.
- Promote patient feedback and satisfaction surveys.
- Ensure proper documentation and compliance with hospital SOPs.
Required Skills & Competencies
- Excellent verbal and written communication skills
- Strong patient-handling and conflict-resolution abilities
- Knowledge of hospital operations and NABH standards
- Ability to work under pressure and handle emergency situations
- Professional appearance, empathy, and courteous behavior
- Multilingual skills preferred
Educational Qualification
- Graduate in any discipline (Healthcare Management / Hospital Administration preferred)
Experience
- 1–3 years of experience in hospital front office, patient relations, or PRO role
- Experience in NABH hospital preferred
Key Performance Indicators (KPIs)
- Patient satisfaction scores
- Complaint resolution time
- OPD and billing coordination efficiency
- Compliance with NABH standards
- Feedback from clinical and administrative teams
Pay: ₹10,283.61 - ₹44,163.25 per month
Benefits:
Work Location: In person
