Patient Relation Officer (PRO) serves as the primary point of contact between patients and the hospital, ensuring a seamless and positive patient experience from admission to discharge. The PRO is responsible for addressing patient concerns, coordinating with clinical and administrative departments, facilitating patient services, and maintaining high standards of patient satisfaction.
Key ResponsibilitiesPatient Care & Coordination
- Welcome and assist patients and their attendants with empathy and professionalism.
- Guide patients through registration, consultation, admission, and discharge processes.
- Coordinate with doctors, nursing staff, diagnostic departments, and billing teams to ensure smooth patient care.
- Assist patients in understanding hospital services, treatment procedures, and available facilities.
- Support patients requiring special assistance, including elderly and differently-abled individuals.
Patient Experience
- Ensure a comfortable and satisfactory patient experience throughout their hospital visit.
- Address patient queries, complaints, and feedback promptly and professionally.
- Escalate unresolved concerns to the respective department heads or hospital management.
- Conduct regular patient rounds to collect feedback and ensure service quality.
- Build positive relationships with patients and their families.
Admissions & Discharge
- Coordinate planned and emergency admissions.
- Assist patients with room allocation and admission formalities.
- Coordinate discharge procedures to ensure timely and hassle-free patient discharge.
- Ensure all discharge documentation is complete and accurate.
Insurance & Billing Support
- Guide patients regarding cashless hospitalization and insurance processes.
- Coordinate with the TPA/Insurance desk for approvals and documentation.
- Assist patients in understanding billing procedures and payment options.
Communication & Documentation
- Maintain accurate records of patient interactions, complaints, and resolutions.
- Prepare daily reports on patient feedback and service-related activities.
- Maintain confidentiality of all patient information as per hospital policies.
Service Improvement
- Identify opportunities to improve patient satisfaction and service quality.
- Support hospital quality initiatives and NABH standards.
- Participate in patient engagement and awareness activities organized by the hospital.
Qualifications
- Bachelor's Degree in Hospital Administration, Healthcare Management, Business Administration, or any related field.
- Diploma in Hospital Administration is an added advantage.
- 1–3 years of experience in a hospital, healthcare, or customer service role preferred.
- Freshers with excellent communication skills and a patient-centric approach may also apply.
Required Skills
- Excellent communication skills in English, Telugu, and Hindi.
- Strong interpersonal and relationship management skills.
- Excellent customer service and patient-handling abilities.
- Ability to resolve conflicts professionally and empathetically.
- Good knowledge of hospital operations and patient care workflows.
- Basic computer proficiency (MS Office, Email, Hospital Management Software).
- Strong organizational and multitasking skills.
- Ability to work effectively under pressure in a fast-paced healthcare environment.
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
