Walk-in | Patient Relation Executive

Aster DM Healthcare; Hyderabad; On-site; INR 400,000 - 650,000; Full time

Job summary

Aster DM Healthcare in Hyderabad is seeking a Patient Relations Executive to ensure a positive patient and attendant experience throughout their hospital journey.

The role involves handling patient queries and concerns, coordinating with departments, resolving grievances, and maintaining high standards of customer service, confidentiality, and smooth service delivery.

Qualifications

• Handle patient queries related to appointments, admissions, billing, diagnostics, and hospital services.
• Attend to patients and attendants and provide timely assistance.
• Act as a liaison between patients and hospital departments.

Responsibilities

• Attend to patients and attendants and provide timely assistance throughout their hospital visit.
• Handle patient queries related to appointments, admissions, billing, diagnostics, insurance, discharge, and other hospital services.
• Act as a liaison between patients and various hospital departments.
• Address and resolve patient complaints and grievances professionally and promptly.
• Monitor patient satisfaction and support initiatives to improve the overall patient experience.

Job description

Patient Relations Executive Hospital

Job Summary

We are looking for a Patient Relations Executive to ensure a positive patient and attendant experience throughout their hospital journey. The role involves handling patient queries and concerns, coordinating with various departments, resolving grievances, and ensuring high standards of customer service.

Key Responsibilities

• Attend to patients and attendants and provide timely assistance throughout their hospital visit.
• Handle patient queries related to appointments, admissions, billing, diagnostics, insurance, discharge, and other hospital services.
• Act as a liaison between patients and various hospital departments.
• Address and resolve patient complaints and grievances professionally and promptly.
• Escalate critical or unresolved issues to the appropriate department head/manager.
• Conduct regular patient rounds and obtain feedback regarding services and facilities.
• Collect and analyze patient feedback and identify areas for service improvement.
• Coordinate with clinical and non-clinical teams to ensure smooth patient movement and service delivery.
• Assist patients and attendants with hospital processes and provide appropriate guidance.
• Monitor patient satisfaction and support initiatives to improve the overall patient experience.
• Maintain records of complaints, feedback, escalations, and resolutions.
• Follow hospital policies, SOPs, quality standards, and patient safety protocols.
• Support patient experience initiatives, surveys, and service-quality improvement programs.
• Maintain confidentiality of patient information at all times.

Response time to patient concerns

• Effective coordination with hospital departments

Reporting

Reports To: Manager / Head Patient Relations / Hospital Operations