Patient Relation Officer (225-717)

The Patient Relation Officer plays a crucial role in healthcare settings, acting as the bridge between patients and healthcare facilities. This position is key to ensuring that patients have a positive experience before, during, and after their interactions with medical staff and services. Patient Relation Officers listen to patients' concerns, resolve any issues, and provide information and emotional support when needed. They are responsible for maintaining a high level of customer service and satisfaction within the hospital or clinic. With excellent communication skills, they work to address and diffuse any conflicts or misunderstandings while providing clear and accurate information regarding procedures, policies, and patient rights.

Responsibilities

• Provide empathetic and efficient support to patients and their families at all times.
• Serve as the primary point of contact for patient inquiries and complaints resolution.
• Ensure that patients understand their treatment plans and healthcare options available.
• Coordinate with healthcare staff to facilitate patient care and problem-solving.
• Maintain up-to-date records of patient interactions and concerns for continued care improvements.
• Conduct satisfaction surveys and gather feedback to enhance patient experiences.
• Explain hospital policies, services, and treatment procedures to patients and families clearly.
• Collaborate with the medical team to improve communication and care delivery processes.
• Assist in the management of patient expectations by providing timely updates and information.
• Plan and conduct orientation sessions for new patients to familiarize them with procedures.
• Develop and implement strategies for improving patient satisfaction and service quality.
• Educate patients and families about rights, responsibilities, and grievance procedures.

Requirements

• Bachelor’s degree in Healthcare Administration, Psychology, or a related field required.
• Proven experience in a customer service or patient relations role in healthcare preferred.
• Exceptional verbal and written communication skills for patient interaction.
• Strong problem-solving skills with the ability to handle difficult situations calmly.
• High level of empathy and understanding towards patients and their family members.
• Ability to work collaboratively with medical staff and administrative teams effectively.
• Proficiency in using healthcare management systems and Microsoft Office applications.