Executive - Guest Realtions

Apollo Hospitals; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Apollo Hospitals in Chennai is seeking a patient experience professional to serve as a Single Point of Contact for patients and families during hospital stays. You will guide visitors, coordinate with clinical and support teams, and drive service excellence to ensure a smooth, dignified patient journey.

The role involves addressing complaints, monitoring satisfaction, organizing patient engagement activities, and ensuring adherence to hospital policies for high-quality care and seamless service

Responsibilities

• Act as the Single Point of Contact (SPOC) for patients and their families, ensuring a smooth, comfortable, and positive patient experience throughout their hospital stay.
• Welcome, guide, and assist patients, attendants, and visitors by providing accurate information regarding hospital services, departments, admission procedures, and available facilities.
• Coordinate with clinical, nursing, diagnostic, pharmacy, billing, housekeeping, dietary, and support services to facilitate timely patient care and service delivery.
• Proactively visit inpatient areas to interact with patients and attendants, identify service gaps, and address concerns promptly.
• Handle patient complaints, grievances, and service recovery activities professionally, ensuring timely resolution and escalation of critical issues when required.
• Monitor patient satisfaction through feedback collection, bedside visits, surveys, and follow-up calls, ensuring continuous improvement in service quality.
• Track and analyze patient feedback, complaints, compliments, and service trends, and prepare periodic reports for management review.
• Drive hospital-wide Service Excellence initiatives by promoting patient-centric care, hospitality standards, and best practices across departments.
• Support the implementation of patient engagement programs, service quality projects, and customer experience improvement initiatives.
• Ensure compliance with hospital policies, patient rights, ethical standards, guidelines, and quality protocols related to patient care and service excellence.
• Coordinate VIP patient management by ensuring personalized care, timely communication, and seamless coordination with all concerned departments.
• Educate patients and their families regarding hospital processes, discharge procedures, financial counseling referrals, and available patient support services.
• Collaborate with Quality, Nursing, Medical Administration, Operations, and other departments to improve patient experience indicators and service delivery.
• Assist during accreditation audits, patient experience assessments, and quality improvement programs.
• Organize and participate in patient engagement activities, awareness campaigns, and customer service training programs for hospital staff.
• Monitor turnaround times (TAT) for patient services and coordinate with departments to ensure timely completion of patient requests.
• Maintain accurate records of patient interactions, complaints, resolutions, and service excellence initiatives using hospital systems.
• Perform any additional responsibilities assigned by the reporting manager in support of patient experience and service excellence goals.

Job description

Key Roles & Responsibilities

1. Act as the Single Point of Contact (SPOC) for patients and their families, ensuring a smooth, comfortable, and positive patient experience throughout their hospital stay.
2. Welcome, guide, and assist patients, attendants, and visitors by providing accurate information regarding hospital services, departments, admission procedures, and available facilities.
3. Coordinate with clinical, nursing, diagnostic, pharmacy, billing, housekeeping, dietary, and support services to facilitate timely patient care and service delivery.
4. Proactively visit inpatient areas to interact with patients and attendants, identify service gaps, and address concerns promptly.
5. Handle patient complaints, grievances, and service recovery activities professionally, ensuring timely resolution and escalation of critical issues when required.
6. Monitor patient satisfaction through feedback collection, bedside visits, surveys, and follow-up calls, ensuring continuous improvement in service quality.
7. Track and analyze patient feedback, complaints, compliments, and service trends, and prepare periodic reports for management review.
8. Drive hospital-wide Service Excellence initiatives by promoting patient-centric care, hospitality standards, and best practices across departments.
9. Support the implementation of patient engagement programs, service quality projects, and customer experience improvement initiatives.
10. Ensure compliance with hospital policies, patient rights, ethical standards, guidelines, and quality protocols related to patient care and service excellence.
11. Coordinate VIP patient management by ensuring personalized care, timely communication, and seamless coordination with all concerned departments.
12. Educate patients and their families regarding hospital processes, discharge procedures, financial counseling referrals, and available patient support services.
13. Collaborate with Quality, Nursing, Medical Administration, Operations, and other departments to improve patient experience indicators and service delivery.
14. Assist during accreditation audits, patient experience assessments, and quality improvement programs.
15. Organize and participate in patient engagement activities, awareness campaigns, and customer service training programs for hospital staff.
16. Monitor turnaround times (TAT) for patient services and coordinate with departments to ensure timely completion of patient requests.
17. Maintain accurate records of patient interactions, complaints, resolutions, and service excellence initiatives using hospital systems.
18. Perform any additional responsibilities assigned by the reporting manager in support of patient experience and service excellence goals.