Guest Relations Manager

Role & responsibilities

• Develop and implement strategies to consistently improve patient satisfaction and Net Promoter Score (NPS) across various departments (IPD, OP, ER, ICU).
• Analyze feedback data and implement initiatives to address areas of improvement.
• Establish and maintain efficient processes for collecting patient feedback forms in IPD, ER, and OPD.
• Ensure a high collection rate to gather comprehensive insights into patient experiences.
• Implement a robust system for logging and categorizing customer complaints.
• Lead efforts to investigate complaints, drive resolutions, and track outcomes for continuous improvement.
• Identify operational inefficiencies and areas for process improvement in guest relations.
• Lead and coordinate the implementation of initiatives to enhance the overall guest experience.
• Monitor and report on the number of patients leaving the Emergency Room (ER) against medical advice.
• Collaborate with ER teams to minimize LAMA cases through improved service and communication.
• Develop and execute programs to engage satisfied patients as advocates for the healthcare organization.
• Identify and nurture relationships with patients willing to share their positive experiences.
• Provide leadership and mentorship to the GRE team members.
• Organize training sessions to improve customer service skills, empathy, and conflict resolution capabilities.
• Streamline guest relations processes to optimize resource allocation and efficiency.

• Patient Experience / Patient Satisfaction
• Process Improvement
• Revenue Impact

Organizational Advocacy

Preferred candidate profile

MHA / MBA Healthcare or HM

1012 yrs in patient/guest services