Patient Relation Officer (225-823)

A Patient Relation Officer plays a crucial role in ensuring patients and their families experience a smooth and positive journey throughout their healthcare encounters. This position serves as a bridge between patients and the hospital administration, addressing concerns, resolving complaints, and providing detailed information about hospital services. The Patient Relation Officer is adept at communicating effectively with patients, doctors, and staff, maintaining patient satisfaction, and ensuring compliance with healthcare protocols. With a comprehensive understanding of the hospital system and patient needs, the Patient Relation Officer advocates for patient rights and facilitates processes that enhance the patient experience. By being empathetic, patient-centered, and proactive, a Patient Relation Officer is central to improving patient relations and institutional goodwill.

Responsibilities

• Act as the main contact between patients and medical staff to enhance communication.
• Manage patient inquiries, complaints, and feedback effectively and timely.
• Ensure patient satisfaction by addressing issues and following up on their resolution.
• Provide patients and families detailed explanations of hospital services and procedures.
• Coordinate between various hospital departments to facilitate patient services and care.
• Assist in formulating strategies to improve patient experience and satisfaction levels.
• Maintain comprehensive records of patient interactions in line with privacy policies.
• Monitor and report patient feedback trends to management for service improvement.
• Participate in training sessions to continuously improve patient interaction skills.
• Educate patients on their rights, hospital policies, and relevant healthcare laws.
• Plan and conduct periodic meetings with patients to gather and act on their feedback.
• Support patient admission and discharge processes to ensure a seamless experience.

Requirements

• Bachelor’s degree in Healthcare Administration, Social Work, or related field.
• Minimum of 2 years of experience in patient-relations or customer service roles.
• Exceptional communication skills, both verbal and written, are mandatory.
• Strong problem-solving skills with the ability to handle stressful situations calmly.
• Knowledge of hospital operations and healthcare regulations is advantageous.
• Demonstrated ability to work effectively in a team-oriented, collaborative environment.
• Proficiency in relevant hospital database systems and Microsoft Office Suite.