Patient Relationship Executive

Company: Impetus Consulting Associates Pvt. Ltd.

Client Location: Jindal Hospital, Bharatpur

Department: Operations & Patient Experience

Job Type: Full-Time

Work Location: On-site (Hospital)

Reporting To: Operations Manager (ICA) & Hospital SPOC

About the Role

The Patient Relationship Executive (PRE) is responsible for delivering an exceptional patient

experience by assisting patients throughout their hospital journey. The role involves guiding

patients, monitoring inpatient satisfaction, resolving service-related concerns, coordinating

with hospital departments, and ensuring patients receive compassionate and timely support.

The PRE serves as the bridge between patients and hospital teams, helping improve patient

satisfaction while maintaining the highest standards of service excellence.

Key Responsibilities

1. Patient Assistance & Guidance

• Welcome and assist patients and attendants visiting the hospital.

• Guide patients through OPD consultations, diagnostics, admissions, surgeries, and

discharge processes.

• Provide information regarding doctor schedules, departments, and hospital facilities.

• Assist patients with registration, billing coordination, and admission formalities.

• Facilitate seamless support for VIP and priority patients.

2. In-Patient (IPD) Experience Management

• Conduct regular patient rounds independently or with doctors.

• Interact with admitted patients and attendants to assess their hospital experience.

• Collect feedback on:

o Nursing services

o Housekeeping

o Food quality

o Doctor availability

o Overall patient experience

• Identify opportunities for improving patient satisfaction.

3. Service Issue Resolution

• Record patient complaints and service-related concerns.

• Coordinate with Nursing, Housekeeping, Billing, Pharmacy, Diagnostics, and other

departments for timely resolution.

• Follow up on unresolved issues until closure.

• Maintain issue logs and escalation reports.

• Ensure prompt response to patient concerns.

4. Patient Counselling & Communication

• Counsel patients regarding hospital processes and available services.

• Explain admission procedures and treatment journey.

• Address patient queries with empathy and professionalism.

• Reduce patient anxiety through effective communication.

5. Online Reputation Management

• Encourage satisfied patients to share their experience on Google Reviews.

• Guide patients in posting genuine online feedback.

• Support initiatives to improve the hospital's online reputation and patient satisfaction ratings.

6. Cross-Functional Coordination

• Coordinate effectively with:

o Doctors

o Nursing Staff

o Front Office

o Billing Team

o Operations Team

o Hospital Management

• Ensure smooth patient flow across departments.

• Report recurring operational issues and suggest improvements.

7. Patient Call Support

• Handle patient calls professionally.

• Assist patients with:

o Appointment scheduling

o Doctor availability

o Hospital services

• Coordinate internally for timely resolution of patient requests.

Required Skills

• Excellent verbal and written communication skills

• Strong interpersonal and relationship-building abilities

• Customer service orientation

• Empathy and patience while interacting with patients

• Problem-solving and conflict resolution skills

• Ability to work under pressure

• Coordination and multitasking skills

• Basic computer proficiency (MS Office, Hospital Information System preferred)

• Professional appearance and positive attitude

Qualifications

• Graduate in any discipline (Healthcare, Hospitality, Management or related field

preferred).

• 0 –2 years of experience in patient relations, customer service, hospitality, healthcare.

operations or hospital front office.

• Freshers with excellent communication skills may also apply.

Preferred Experience

• Experience in hospitals, healthcare, hospitality, or customer service.

• Familiarity with hospital operations and patient care processes.

• Experience handling patient grievances and service recovery.

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