Patient Relation Officer( PRO)

GEM Hospital; Chennai District; On-site; INR 260,000 - 380,000; Full time

Job summary

GEM Hospital in Chennai seeks a proactive Patient Relations Executive to welcome patients, guide them through services, and assist with OP, IP, billing, pharmacy, and insurance queries.

You will coordinate with doctors, nursing, front office and other departments, handle complaints with empathy, collect feedback, and support discharge and documentation while maintaining confidentiality. 1–3 years hospital front office experience preferred.

Qualifications

• Any Degree / Healthcare or Hospital Management preferred.
• Experience: 1–3 years in hospital patient relations / front office / customer service preferred.
• Excellent verbal and written communication and patient-handling skills required.

Responsibilities

• Greet and assist patients and attendants in a polite and professional manner.
• Explain hospital services, procedures, facilities, and department locations.
• Handle queries across OP, IP, billing, pharmacy, insurance and other services.
• Coordinate with doctors, nursing, front office, billing, pharmacy, diagnostics and other departments.
• Manage patient feedback and ensure timely resolution of concerns.
• Assist in discharge and billing related queries and communicate status to patients.
• Maintain daily interaction records, reports and confidentiality of information.
• Follow NABH and hospital policies regarding patient rights and service standards.

Skills

Communication

Interpersonal skills

Active listening

Problem solving

Complaint handling

Coordination

Patience & empathy

Working under pressure

Basic computer skills

Documentation

Professional communication

Empathy toward patients

Education

Any degree / healthcare or hospital management preferred

Tools

MS Office

Hospital software knowledge

Job description

Key Responsibilities

A. Patient Interaction & Assistance

• Welcome and assist patients and their attendants in a polite and professional manner.
• Understand patient requirements and provide appropriate guidance.
• Explain hospital services, procedures, facilities, and department locations.
• Assist patients with OP, IP, diagnostic, billing, pharmacy, insurance, and other service-related queries.
• Guide patients to the appropriate department or concerned staff member.
• Support elderly, differently abled, and special-needs patients whenever required.

B. Patient Complaint & Grievance Handling

• Receive and understand patient complaints, concerns, and feedback.
• Handle complaints calmly and professionally without arguing with patients or attendants.
• Coordinate with the concerned department for timely resolution.
• Escalate serious or unresolved complaints to the reporting manager.
• Maintain proper records of complaints and their resolution status.
• Follow up with patients to ensure satisfactory closure of complaints.

C. Patient Experience

• Regularly interact with patients and attendants to understand their experience.
• Conduct patient rounds / service rounds as assigned.
• Identify service gaps and communicate them to the concerned departments.
• Ensure patients receive proper communication regarding delays or changes in services.
• Promote patient-friendly and compassionate service practices.

D. Department Coordination

• Coordinate with doctors, nursing, front office, billing, pharmacy, diagnostics, housekeeping, security, insurance, and other departments.
• Follow up on patient requests and ensure timely responses.
• Coordinate for special patient requirements and VIP/VVIP visits as instructed.
• Support smooth communication between patients and hospital departments.

E. Feedback Management

• Collect patient feedback through feedback forms, calls, QR systems, or other hospital-approved methods.
• Monitor patient feedback and identify recurring concerns.
• Share feedback trends with the reporting manager.
• Assist in implementing corrective actions based on patient feedback.

F. Discharge & Billing Support

• Assist patients and attendants in understanding the discharge process.
• Coordinate with billing, insurance, pharmacy, nursing, and other concerned departments for discharge-related queries.
• Follow up on delays and communicate the status to patients/attendants.
• Escalate unresolved billing or discharge concerns appropriately.

G. Documentation & Reporting

• Maintain daily patient interaction and complaint records.
• Prepare daily/weekly/monthly reports as required.
• Maintain complaint registers and follow-up records.
• Track pending complaints until closure.
• Maintain confidentiality of patient information and hospital records.

H. Hospital Standards & Compliance

• Follow hospital policies, SOPs, and patient-service standards.
• Maintain patient confidentiality and privacy.
• Follow NABH requirements related to patient rights, patient communication, feedback, and grievance handling.
• Maintain professional behaviour and appropriate communication at all times.
• Follow infection-control and hospital safety practices as applicable.

Qualification: Any Degree / Healthcare or Hospital Management preferred
Experience: 1–3 years in hospital patient relations / front office / customer service preferred

Required Skills

• Excellent verbal and written communication skills
• Good interpersonal and patient-handling skills
• Active listening
• Problem-solving ability
• Complaint-handling skills
• Good coordination skills
• Patience and empathy
• Ability to work under pressure
• Basic computer knowledge
• MS Office / hospital software knowledge
• Good documentation and reporting skills
• Ability to communicate with patients and attendants professionally