Title : Guest Relation Officer
Location : Pune
Job Profile :
- Be stationed at the main lobby/front desk to assist patients and visitors
- Greet and guide patients to appropriate departments and services
- Coordinate with departments for smooth OPD patient flow and appointments
- Meet all newly admitted IPD patients within 24 hours of admission
- Conduct regular IPD rounds to check patient satisfaction and address concerns
- Ensure patients and relatives understand hospital services and processes
- Handle and resolve patient queries and complaints in a timely manner
- Escalate unresolved issues to concerned stakeholders and ensure closure within defined TAT
- Inform patients/relatives about actions taken on their complaints/feedback
- Assist in billing coordination and resolve billing/insurance-related queries
- Track discharge timelines and ensure timely discharge process
- Maintain coordination between departments for seamless patient movement
- Coordinate with housekeeping, nursing, and support staff for patient comfort
- Ensure minimum waiting time through efficient patient handling
- Manage queue and crowd control in lobby and patient areas
- Check room readiness before new admissions
- Coordinate with maintenance/facility team for any issues
- Attend and manage VIP patients ensuring no service gaps
- Assist elderly and critical patients with wheelchair/stretcher arrangements
- Conduct multidisciplinary rounds to ensure service efficiency
- Collect patient feedback on a daily basis (IPD/discharge patients)
- Ensure maximum feedback collection as per targets
- Maintain and document patient feedback and complaints
- Obtain Google reviews from satisfied patients
- Coordinate with marketing team for patient testimonial videos
- Promote patient rights and report any violations
- Maintain high standards of communication, grooming, and professionalism
- Maintain records and reports related to patient experience and feedback
- Assist in hospital visits/tours when required.
Skills : Proactive, Problem Solving ,Good communication, good coordination
Reporting : Co-coordinator -Operations
Qualification : Any graduate. Additional Diploma / MBA in Health care management shall be an added advantage
Experience : 2-5 years