The Guest Relations Executive/Manager is responsible for delivering an exceptional patient and visitor experience by providing courteous assistance, addressing inquiries and concerns, coordinating with hospital departments, and ensuring high standards of customer service throughout the patient's journey.
Key Responsibilities
- Welcome patients, attendants, and visitors in a professional and courteous manner.
- Assist patients with registration, admissions, appointments, and discharge processes.
- Provide accurate information regarding hospital services, facilities, consultants, and policies.
- Handle patient and visitor inquiries, feedback, complaints, and service requests promptly and effectively.
- Coordinate with clinical and non-clinical departments to ensure seamless patient care and service delivery.
- Conduct patient rounds to assess satisfaction and identify service improvement opportunities.
- Ensure timely resolution and documentation of patient complaints and grievances.
- Support VIP patients and visitors by coordinating personalized services when required.
- Maintain a calm and professional approach while handling difficult situations.
- Promote a patient-centered culture by ensuring high standards of hospitality and customer service.
- Collect and analyze patient feedback to improve service quality.
- Maintain accurate records of complaints, compliments, and service recovery actions.
- Assist with patient education regarding hospital processes and available services.
- Ensure compliance with hospital policies, quality standards, and patient confidentiality requirements.
- Participate in quality improvement initiatives, accreditation activities, and customer service training programs.
Qualifications
- Bachelor's degree in Hospital Administration, Hospitality Management, Business Administration, or a related field.
- Master's degree in Hospital Administration (MHA) or Hospitality Management is preferred.
- Minimum 2–5 years of experience in guest relations, patient relations, hospitality, or customer service, preferably in a hospital or healthcare setting.
Required Skills
- Excellent communication and interpersonal skills.
- Strong customer service and relationship management abilities.
- Problem-solving and conflict resolution skills.
- Ability to work effectively under pressure in a fast-paced environment.
- Professional appearance and positive attitude.
- Good organizational and time-management skills.
- Proficiency in MS Office and Hospital Information Systems (HIS) is preferred.
- Ability to maintain confidentiality and handle sensitive information with discretion.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
