Job Summary: The Public Relations Officer (PRO) is responsible for maintaining and enhancing the hospital’s public image, managing patient relations, coordinating communication between patients and hospital departments, and ensuring a high standard of patient satisfaction in accordance with NABH standards and measurable elements.
Key Roles & Responsibilities
1. Patient Relations & Experience
· Act as the primary point of contact for patients and attendants for grievance redressal and service assistance.
· Ensure patient satisfaction through regular interaction and feedback collection.
· Facilitate smooth patient admission, discharge, and inter-departmental coordination.
· Assist international/outstation patients with necessary arrangements and support services.
· Ensure patient rights and responsibilities are communicated effectively (NABH compliance).
2. Grievance Handling & Feedback Management
· Register, document, and resolve patient complaints in a timely manner.
· Maintain grievance registers and ensure closure within defined TAT.
· Conduct patient feedback surveys and submit monthly analysis reports.
· Coordinate with Quality Department for CAPA (Corrective and Preventive Action).
3. Public Relations & Brand Management
· Maintain positive relationships with patients, visitors, and the general public.
· Coordinate hospital promotional activities, awareness programs, and outreach initiatives.
· Support marketing team in hospital branding, campaigns, and events.
· Ensure all communication reflects the hospital’s values, ethics, and quality standards.
4. Communication & Coordination
· Coordinate between clinical and non-clinical departments for patient support.
· Ensure accurate and timely dissemination of hospital information.
· Liaise with media, agencies, and external stakeholders when required (with management approval).
5. Documentation & Reporting
· Maintain records of patient interactions, complaints, and resolutions.
· Prepare daily, weekly, and monthly PRO activity reports.
· Ensure documentation meets NABH standards and audit requirements.
6. Quality & NABH Compliance
· Ensure adherence to NABH measurable elements related to Patient Rights, Education, and Communication (PRE).
· Participate in internal audits, quality meetings, and training programs.
· Ensure confidentiality and privacy of patient information at all times.
7. Required Skills & Competencies
· Excellent communication and interpersonal skills.
· Strong problem-solving and conflict resolution ability.
· Patient-centric approach and empathetic attitude.
· Good documentation and reporting skills.
· Ability to work in shifts and handle emergency situations.
· Knowledge of hospital systems and patient care processes.
· Multilingual communication ability (Malayalam, English, Hindi preferred).
8. Key Performance Indicators (KPIs)
· Patient satisfaction score improvement.
· Complaint resolution turnaround time.
· Reduction in repeat complaints.
· Feedback collection coverage.
· Compliance with NABH patient communication standards.
9. Authority & Accountability
· Authorized to interact with all departments for patient care coordination.
· Responsible for ensuring timely grievance resolution.
· Accountable for maintaining patient confidentiality and hospital reputation.
10. Working Conditions
· Rotational shifts including nights, weekends and holidays.
· High interaction with patients and attendants.
· Exposure to emotionally sensitive situations requiring professional conduct.
11. Code of Conduct & Ethics
· Maintain strict confidentiality of patient and hospital information.
· Adhere to hospital policies, NABH standards, and ethical practices.
· Demonstrate professionalism, empathy, and integrity in all interactions.
How to Apply: Interested candidates may forward their updated resume to [email protected] with the subject line “Application for the post of Public Relations Officer (PRO).” or WhatsApp to +91 9446523812
Pay: From ₹25,000.00 per month
Benefits:
- Leave encashment
- Paid sick time
Education:
Experience:
- Hospital PRO: 2 years (Required)
Language:
Location:
- Kollam, Kerala (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Work Location: In person
