Guest Relationship Manager

Continental Hospitals

Role Purpose

The Guest Relationship Manager is responsible for delivering an exceptional patient and attendant experience across OPD, IPD, Emergency, and Diagnostic services by ensuring courteous service, smooth coordination, and timely resolution of concerns.

Key Responsibilities:

VIP patients may include:

• Corporate leaders, government officials, dignitaries
• High-profile individuals / celebrities
• Board members, doctors’ referrals, strategic partners
• International patients and premium package patients

Pre-Arrival Planning

• Advance intimation to OP/IP/Diagnostics/ER teams
• Dedicated

  Guest Relationship Manager (GRM)

  assigned
• Priority appointment scheduling with consultants
• Reserved parking, wheelchair, and porter services
• Pre-registration and billing readiness
• Room/bed pre-allocation (for IP admissions)

Arrival & Registration

• Escort service from entry point
• Priority / separate registration and billing
• Minimal or zero waiting time
• Verification of documents discreetly
• Welcome briefing on services and流程

Consultation & Clinical Coordination

• Real-time coordination with consultant clinics
• Priority diagnostics and reporting
• Clear communication of wait times and next steps
• Escort between departments
• Privacy and confidentiality strictly maintained

Diagnostics, Procedures & Admission

• Fast-track diagnostics (Radiology / Lab)
• Procedure and admission counselling support
• ICU / OT / Day Care coordination if required
• Continuous status updates to patient and family

Inpatient & ICU Experience

• Daily courtesy visits by GRM / Operations
• Priority nursing and support services
• Proactive issue identification and resolution
• Coordination with dietary, housekeeping, and security
• Discreet handling of visitors and access control

Discharge & Follow-up

• Express discharge process
• Clear billing explanation
• Medication and follow-up appointment coordination
• Post-discharge follow-up call within 24–48 hours

Service Standards & Protocols

• Zero tolerance to service delays
• Confidentiality and dignity at all times
• Single point of contact for patient/family
• Escalation matrix clearly defined
• Documentation in VIP patient tracker