Walk-in || ER- Patient Relation Officer(PRO)- Pallikaranai

Role & responsibilities:

• Receive and address patient and attendant queries, complaints, and feedback professionally.
• Act as a liaison between patients, attendants, doctors, nurses, and hospital departments.
• Assist patients with information regarding hospital services, procedures, billing, appointments, and facilities.
• Handle patient grievances and coordinate with concerned departments for timely resolution.
• Conduct patient satisfaction surveys and maintain feedback records.
• Follow up on unresolved complaints and ensure appropriate closure.
• Support patients and families during stressful or difficult situations through effective communication and counselling.
• Assist elderly, differently abled, and vulnerable patients in accessing appropriate hospital services.
• Maintain proper documentation and reports related to patient complaints, feedback, and resolutions.
• Coordinate with clinical and non-clinical teams to improve patient experience.
• Identify recurring patient concerns and report them to management with suggestions for improvement.
• Maintain confidentiality of patient information and comply with hospital policies and ethical standards.

Required Skills:

• Excellent communication and interpersonal skills.
• Patient-centric and empathetic approach.
• Good counselling and conflict-resolution skills.
• Ability to handle difficult or emotionally distressed patients and attendants.
• Good coordination and problem-solving abilities.
• Basic computer and documentation skills.
• Ability to work in a multidisciplinary healthcare environment.
• Fluency in English and local/regional languages is preferred.