Guest Relation Executive

PARK HOSPITAL PATIALA; Punjab; On-site; INR 234,000 - 357,000; Full time

Job summary

PARK HOSPITAL PATIALA is seeking a Patient Welcome & Orientation role to assist patients and visitors at the point of entry and throughout their stay. You will guide registration, admission, and discharge, and help patients understand facilities, visiting hours, and safety protocols.

The role requires strong communication, empathy, and the ability to coordinate with clinical and support teams to reduce delays and enhance patient satisfaction. In-person, on-site work in Punjab, India.

Responsibilities

• Greet arriving patients and visitors at the helpdesk, emergency, or out-patient department (OPD) with courtesy.
• Guide patients through registration, admission, and discharge processes.
• Familiarize patients and attendants with hospital facilities, room categories, visiting hours, and safety protocols.
• Act as a single point of contact for patient queries, grievances, and special requests.
• Coordinate smoothly with clinical teams, nursing staff, billing, and housekeeping to clear service delays.
• Conduct regular ward rounds and courtesy visits to admitted patients to check on their comfort and satisfaction.
• Listen actively and empathetically to upset patients or family members.
• Handle service-related grievances on the spot or escalation complex administrative/clinical issues to the Floor Manager or HoD.
• Maintain a daily feedback and complaint logbook in the CRM software.
• Collect real-time or digital patient feedback forms during and after their stay.
• Analyze recurring pain points (e.g., waiting times, billing queries, room cleanliness) and report them to management to improve hospital operations.

Job description

Patient Welcome & Orientation

• Greet arriving patients and visitors at the helpdesk, emergency, or out-patient department (OPD) with courtesy.
• Guide patients through registration, admission, and discharge processes.
• Familiarize patients and attendants with hospital facilities, room categories, visiting hours, and safety protocols.

Communication & Liaison

• Act as a single point of contact for patient queries, grievances, and special requests.
• Coordinate smoothly with clinical teams, nursing staff, billing, and housekeeping to clear service delays.
• Conduct regular ward rounds and courtesy visits to admitted patients to check on their comfort and satisfaction.

Complaint & Conflict Resolution

• Listen actively and empathetically to upset patients or family members.
• Handle service-related grievances on the spot or escalation complex administrative/clinical issues to the Floor Manager or HoD.
• Maintain a daily feedback and complaint logbook in the CRM software.

Feedback & Process Improvement

• Collect real-time or digital patient feedback forms during and after their stay.
• Analyze recurring pain points (e.g., waiting times, billing queries, room cleanliness) and report them to management to improve hospital operations.

Pay: ₹21,000.00 - ₹32,000.00 per month

Work Location: In person