JD Name: Patient Relations Officer
JD No: FF/OP/PRO/05
Designation/Position
Executive/ Sr Executive
Category (on/off-roll)
On Roll
Department
Outpatient
Specialization
OP Services
Primary Work Location
Across all the FF units
Other Unit Travel (yes/no)
On a need basis
Direct Reporting to
Manager
Performance Manager
OP Manager / Unit Admin
Job type
Full Time
Role Type
Team Member
Shift Type
Rotational Shifts
Workdays/week
6 days
Experience
0 - 5 years
Languages Known
English/ Hindi/ Telugu
Leave Benefits
As per the policy
Other Benefits
Statutory Benefits/Health Insurance
Primary Academic Qualifications
Bachelor's Degree in a relevant field
Additional Qualifications
Diploma in Computer (Optional)
Functional Skills & Knowledge
- Patient service/care expertise
- Knowledge of Health regulations (patient rights).
- Record keeping & maintaining Data.
Behavioural Skills
- Strong Communication skills
- Proactive approach & Listening skills.
- Flexibility & Adaptability.
- Interpersonal skills.
- Grievance handling skills
Resources Needed to perform the job
Shared resources - Desktop computer, printer, CUG
Job Purpose
To enhance patient satisfaction and ensure a positive, efficient, and supportive experience throughout.
Job Responsibilities
KRA
Details
1. Help Desk Management
1. Greet and receive the patients.
2. Direct the patients to their designated departments.
3. Engage with the patients by directing them to Financial Counselling, Dietitians, etc. in case of long waiting times.
4. Monitor waiting times and ensure effective coordination between doctors and patients.
5. Counsel and respond to the patient's needs, requirements, and concerns as appropriate
2.Grievance Handling
1. Address patients' grievances and resolve them promptly.
2. Escalate conflict with patients if required.
3. Patient Feedback
1. Analyse feedback and share the report with the Reporting Manager, Unit Admin, and MD.
2. Identify and discuss opportunities to improve patient satisfaction and experience.
3. Drive customer satisfaction and loyalty by assisting the patients and ensuring their satisfaction before, during, and after they visit the hospital.
4. Data and Reports management
1. Maintain accurate records of patient complaints and feedback.
2. Maintain and share the data related to patient appointments/waiting time and other key indicators as discussed with the administrator
Additional Responsibilities – Administrative / Academic Areas (if any)
1. Providing training and support to new joiners on patient interaction, patient service, and conflict resolution to enhance the overall patient experience.
Pay: From ₹20,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund
Work Location: In person
