Job Description

Position Title : Patient Relations Executive
Department : Operations
Location : MAGJ Hospital, Mookkannoor, Angamaly

Job Summary

The Patient Relations Executive serves as a liaison between patients and the hospital, ensuring that patients receive quality care and their concerns are addressed promptly. The role involves managing patient feedback, addressing complaints, and facilitating clear communication between patients, families, and hospital staff to enhance the patient experience.

Key Responsibilities

Patient Communication & Assistance :

• Greet and assist patients and their families throughout their hospital experience.
• Provide information regarding hospital services, procedures, and schedules.
• Help patients navigate through the hospital and coordinate with various departments as needed.

Complaint Management :

• Receive, document, and respond to patient complaints or concerns.
• Coordinate with relevant departments to resolve issues in a timely and satisfactory manner.
• Follow up with patients to ensure resolution and satisfaction with services.

Feedback Collection & Reporting :

• Conduct patient satisfaction surveys and gather feedback.
• Analyze feedback data to identify areas for improvement and share findings with management.
• Proactively suggest solutions to improve patient care and hospital services.

Liaison Between Patients and Medical Staff :

• Act as a communication bridge between patients, families, and the medical team.
• Help patients understand their medical conditions, treatment plans, and care processes by connecting them with appropriate personnel for detailed explanations.

Documentation & Record Keeping :

• Maintain accurate records of patient interactions, complaints, and resolutions.
• Prepare reports summarizing trends in patient feedback and actions taken.

Ensure Patient Comfort & Care :

• Ensure that patient amenities (e.g., cleanliness, food quality, room comfort) meet expected standards.
• Coordinate special services for patients with specific needs or requests (e.g., diet requirements, room preferences).

Compliance & Professionalism :

• Adhere to hospital policies, procedures, and guidelines while interacting with patients and families.
• Maintain confidentiality of patient information in compliance with hospital and legal requirements.

Qualifications :

• MSW / MHA / MBA.
• Prior experience in customer service, patient relations, or hospital administration is an advantage.
• Excellent communication and interpersonal skills.
• Ability to handle stressful situations with empathy and professionalism.
• Strong organizational skills and attention to detail.
• Proficiency in basic computer applications (MS Office, patient management systems).

Key Competencies :

• Empathy & Compassion : Ability to understand and address patient concerns with sensitivity.
• Problem-Solving : Proactively address and resolve patient complaints.
• Communication : Strong verbal and written communication skills to interact effectively with patients, families, and staff.
• Teamwork : Ability to collaborate with various departments for seamless service delivery.
• Adaptability : Flexibility in handling multiple tasks in a fast-paced hospital environment.

Job Type: Full-time

Pay: ?15,000.00 - ?25,000.00 per month

Schedule:

• Rotational shift

Education:

• Master's (Required)

Experience:

• Patient Relation: 1 year (Required)

Work Location: In person