Patient Relations Officer

About the role

The Patient Relations Officer serves as the primary point of contact for patients and their attendants, ensuring a smooth and supportive experience throughout their hospital visit. This role combines front‑office coordination, problem‑solving, and communication to uphold high standards of patient satisfaction and safety.

Key responsibilities

• Welcome and assist patients and attendants during all phases of their hospital stay.
• Handle queries related to appointments, admissions, billing, diagnostics, pharmacy and other services.
• Coordinate with doctors, nursing, billing, pharmacy, diagnostics and other departments to resolve concerns.
• Address complaints and grievances, follow up on unresolved issues and provide timely updates.
• Collect feedback, identify improvement areas and support patient‑experience initiatives.
• Assist with navigation, VIP support and explain hospital procedures and facilities.
• Maintain accurate records of complaints, feedback and resolutions; escalate critical issues promptly.
• Ensure compliance with hospital policies, NABH standards and patient‑safety practices.

Required profile

• Bachelor’s degree (Hospital Management or Healthcare Administration preferred).
• 1–3 years of experience in patient relations, hospital front office, customer service or healthcare administration.
• Experience in a multispecialty/tertiary‑care hospital is a plus.
• Ability to work rotational shifts, including weekends and holidays.

Required skills

• Proficiency with MS Office.
• Basic knowledge of Hospital Information Systems (HIS).