To ensure a positive and seamless experience for patients, attendants, visitors, and VIP guests by providing professional assistance, effective communication, grievance handling, and coordination with various hospital departments. The GRE acts as a key link between patients and hospital teams.
1. Patient & Guest Reception
- Welcome patients, attendants, and visitors courteously and professionally.
- Understand their requirements and guide them to the appropriate department.
- Provide information regarding hospital services, facilities, consultants, and processes.
- Maintain professional grooming, etiquette, and a patient-friendly approach.
2. Patient Coordination
- Assist patients with registration, appointments, admissions, transfers, and discharge coordination.
- Coordinate with OPD, IP, Emergency, Billing, Diagnostics, Pharmacy, Nursing, and other departments.
- Monitor patient movement and waiting time to ensure smooth service delivery.
- Provide timely updates to patients and attendants regarding service delays.
3. Grievance & Complaint Management
- Receive and document patient/attendant complaints and concerns.
- Resolve service-related issues promptly within the scope of authority.
- Coordinate with concerned departments for timely closure of complaints.
- Escalate critical or unresolved issues to the reporting manager.
- Follow up with patients to ensure satisfactory resolution.
4. Patient Feedback & Experience
- Conduct patient/attendant feedback rounds and satisfaction calls.
- Record feedback, complaints, compliments, and suggestions accurately.
- Identify recurring service gaps and communicate them to management.
- Support initiatives aimed at improving patient satisfaction and service quality.
5. VIP & Special Guest Coordination
- Provide personalized assistance to VIP patients, corporate clients, and special guests.
- Coordinate appointments, consultations, diagnostics, admissions, and other requirements.
- Ensure privacy, comfort, and professional service throughout the hospital journey.
6. Documentation & Reporting
- Maintain complaint, feedback, guest interaction, and service-recovery records.
- Prepare daily/weekly reports related to patient feedback, complaints, and waiting time.
- Update relevant information in HIS/CRM or designated hospital systems.
- Maintain patient confidentiality and comply with hospital policies.
7. Quality & Patient Safety
- Follow hospital SOPs, patient rights, confidentiality requirements, and quality standards.
- Support NABH-related patient experience and service-quality initiatives.
- Report service gaps, safety concerns, and operational issues to the concerned authority.
