Executive - Guest Relations

Kangaroo Care Hospital; Bengaluru; On-site; INR 250,000 - 350,000; Full time

Job summary

The Guest Relations Executive at Kangaroo Care Hospital plays a pivotal role in enhancing patient and visitor experiences in our healthcare environment. You will greet guests, provide information about services, navigate hospital ways, address concerns with empathy, and collaborate with clinical staff to ensure smooth patient journeys.

Requirements include empathy, clear communication, and a customer-service mindset; healthcare or hospitality experience is preferred.

Qualifications

• Empathy and patient-focused service are essential.
• Ability to greet guests and communicate clearly.
• Experience in healthcare or hospitality preferred.
• Strong teamwork and problem-solving skills.

Responsibilities

• Greet patients and visitors on arrival with warmth and professionalism.
• Provide accurate information about facility services and procedures.
• Assist with navigation, wayfinding and appointment scheduling.
• Address concerns, questions, and complaints with empathy and resolve issues promptly.
• Collaborate with healthcare professionals to ensure seamless patient experiences.
• Maintain a clean, welcoming environment and participate in team meetings.

Skills

Empathy

Service Orientation

Communication Skills

Problem-solving

Teamwork

Job description

Role & responsibilities

Job Description

The Guest Relations Executive plays a vital role in enhancing the overall patient and visitor experience within a healthcare setting. This position acts as a liaison between patients, families, and healthcare professionals, ensuring that all guests receive exceptional care and service.

Patient and Visitor Relations

• Welcome and greet patients and visitors upon arrival.
• Provide comprehensive information about the facility, services, and procedures.
• Assist patients and visitors with navigation, wayfinding, and appointment scheduling.
• Address concerns, questions, and complaints with empathy and professionalism.
• Resolve issues promptly and effectively, ensuring patient satisfaction.
• Maintain a welcoming and supportive environment for all guests.
• Collaborate with healthcare professionals to address patient needs and concerns.

Communication and Coordination

• Communicate effectively with patients, families, staff, and other stakeholders.
• Maintain accurate records of patient interactions and concerns.
• Develop and implement strategies to enhance patient satisfaction.
• Provide feedback and recommendations to management regarding patient experiences.

Operational Support

• Assist with the development and implementation of patient experience programs.
• Maintain a clean, organized, and inviting environment for guests.
• Manage patient feedback systems and surveys.
• Participate in team meetings and professional development opportunities.

Key Competencies

• Empathy and Compassion: Understanding and responding to the needs and emotions of patients and visitors
• Service Orientation: Going above and beyond to provide exceptional service.
• Communication Skills: Clearly and effectively communicating with diverse individuals.
• Problem-solving Skills: Identifying and resolving issues in a timely and efficient manner.
• Teamwork and Collaboration: Working effectively with colleagues and other departments.

Responsible for any other additional responsibilities assigned by the Management from time to time.