Purpose of the Job
To provide courteous, timely, and efficient assistance to patients throughout their hospital visit, ensuring a smooth patient experience and proper coordination between patients and hospital departments.
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Welcome and assist patients and attendants during their hospital visit.
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Guide patients to registration, consultation, diagnostic, optical, pharmacy, billing, and other departments.
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Assist elderly, differently abled, and patients requiring additional support.
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Help patients understand the basic hospital process and guide them at each stage.
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Coordinate with doctors, nurses, front office, billing, optical, and other departments for smooth patient movement.
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Assist patients during waiting and ensure they are directed to the appropriate area.
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Support patients during investigations, procedures, and other hospital services as required.
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Respond politely to patient queries and provide accurate information within the scope of the role.
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Identify patient concerns and escalate complaints or issues to the concerned supervisor.
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Assist in wheelchair movement and patient transfers when required and as per hospital procedures.
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Ensure patients receive timely assistance and avoid unnecessary delays.
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Maintain proper communication and coordination with the concerned departments.
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Support patient feedback collection and communicate important feedback to the supervisor.
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Maintain patient privacy, confidentiality, and dignity at all times.
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Follow hospital SOPs, safety standards, infection-control practices, and service guidelines.
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Maintain a clean, organized, and patient-friendly environment in assigned areas.
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Assist in handling emergency situations by immediately informing the concerned medical or supervisory team.
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Maintain basic records and reports related to patient assistance activities.
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Support patient care and service initiatives conducted by the hospital.
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Perform other patient-support duties assigned by the reporting manager.
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Assist patients in sharing their feedback and experience with the hospital.
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Encourage satisfied patients to provide Google reviews and testimonials in accordance with hospital guidelines.
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Coordinate with patients for collecting video, or testimonials with proper consent.
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Explain the feedback/review process to patients and assist them when required.
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Identify patients with positive experiences and coordinate with the concerned team for testimonial collection.
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Maintain records of patient feedback, testimonials, and review requests.
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Escalate negative feedback or patient concerns to the concerned department for timely resolution.
