Job Summary
The PRO is responsible for ensuring an excellent patient experience by managing OPD coordination, patient communication, appointment scheduling, grievance handling, interdepartmental coordination, documentation, and public relations. The role acts as the primary point of contact for patients, visitors, consultants, and external stakeholders while ensuring smooth OPD operations and adherence to organizational standards.
Key Responsibilities
- Welcome and assist patients, attendants, visitors, and consultants professionally.
- Guide patients through registration, consultation, investigations, billing, pharmacy, and other services.
- Provide accurate information regarding doctors, services, facilities, and procedures.
- Ensure a positive patient experience and maintain patient satisfaction.
- Coordinate consultant appointments, schedules, and patient flow.
- Inform patients and concerned departments regarding consultant delays or schedule changes.
- Ensure all patient processes are completed before consultation.
- Maintain consultant timing records and OPD readiness, including inventory coordination with Nursing.
- Act as a liaison between patients, doctors, and departments.
- Maintain effective communication while following the organizational hierarchy.
- Support smooth coordination between clinical, diagnostic, billing, pharmacy, MRD, and administrative teams.
- Receive, document, and resolve patient complaints promptly.
- Escalate unresolved issues to the concerned HOD/Management.
- Maintain complaint records and follow up until closure.
- Maintain patient records in HMIS and prepare patient files.
- Coordinate scanning and submission of consultation records to MRD.
- Verify reports before dispatch and ensure adherence to defined Turnaround Time (TAT).
- Submit daily reports and departmental data as required.
- Maintain the healthcare centre's professional image.
- Support health camps, awareness programs, corporate tie-ups, and promotional activities.
- Build positive relationships with patients, corporates, TPAs, insurance partners, and community stakeholders.
- Monitor patient waiting time and service TAT.
- Collect patient feedback and coordinate with the Quality Department for service improvement.
- Ensure equal service standards for all patients (Cash, TPA, Corporate, VIP, etc.).
Operational Responsibilities
- Ensure cleanliness and organization of OPD and reception areas.
- Assist during emergencies and provide proper shift handovers.
- Support cross-functional duties as per operational requirements.
- Perform any additional responsibilities assigned by Management.
Communication Standards
- Communicate politely, confidently, and professionally with patients and colleagues.
- Maintain eye contact, a pleasant demeanor, and clear verbal communication.
- Listen actively, avoid interruptions, and provide accurate information.
- Maintain patient confidentiality and professionalism at all times.
- Avoid jargon, assumptions, personal conversations during duty hours, inappropriate body language, and unauthorized decision-making.
Key Skills
- Excellent communication and interpersonal skills.
- Patient-centric approach and customer service orientation.
- Complaint handling and conflict resolution.
- Coordination and multitasking.
- Knowledge of HMIS and Microsoft Office.
- Time management, professionalism, and teamwork.
Key Performance Indicators (KPIs)
- Patient Satisfaction Score.
- Complaint Resolution TAT.
- Appointment & OPD Coordination Efficiency.
- Report Dispatch TAT.
- Documentation Accuracy.
- Patient Feedback Compliance.
- Corporate/Community Engagement Support.
- Compliance with SOPs and Hospital Policies.
Working Hours
- Rotational 9-hour shifts covering OPD operational hours (8:00 AM – 8:00 PM), including weekends and holidays as per duty roster and operational requirements.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Flexible schedule
- Paid sick time
- Provident Fund
Ability to commute/relocate:
- Ambawadi, Ahmedabad, Gujarat: Reliably commute or willing to relocate with an employer-provided relocation package (Required)
Education:
Experience:
- Hospital: 1 year (Preferred)
Language:
Work Location: In person
