Patient Relation Manager

Job Specifications:

• Bachelors degree in Healthcare Administration, Business Administration, Nursing, or related field (Master’s degree preferred).
• Proven experience in patient relations, customer service management, or healthcare administration.
• Strong interpersonal and communication skills, with the ability to interact effectively with diverse groups, including patients, families, healthcare professionals, and senior management.
• Excellent problem-solving and decision-making abilities, with a focus on patient advocacy and satisfaction.
• Knowledge of patient rights, healthcare regulations, and quality improvement principles.
• Empathy, compassion, and a commitment to delivering patient-centered care.

Job Responsibilities:

• Ability to work in a team environment, Should be good with handling people and making avail care and treatment at the hospital or doctor.
• Should have a basic understanding of systems and processes that are to be followed in a healthcare facility.
• Counseling and Respond to patient’s needs, requirements and concerns as appropriate.
• Making patients aware of health services and facilities available for patients at Dr. KMH.
• Investigate and/ or channel complaints or problems to appropriate head department in hospital.
• Assist in resolving conflicts and act as an intermediary between patients, families and staff.
• Develop and maintain patient satisfaction surveys and analyze feedback to identify trends, areas for improvement, and opportunities to recognize exemplary patient care.
• Prepare reports and presentations on patient satisfaction metrics and initiatives for management and quality improvement purposes.
• Supports/facilitates the implementation of innovation and systems that eliminate patient harm.
• Collect data and information about patient feedback and make recommendations as appropriate.
• Explaining policies, procedures or services to unknown patients using medical or administrative knowledge.
• Analyzing and assessment of patients needs through IP visit.
• Taking daily rounds in OPD, ER & other departments to ensure excellent care and services to all the patients, to co-ordinate with doctor in patient care whenever required, complaints redressal and feedback.
• All verbal and written complaints will be investigated and responded through calls and visits in a timely manner and a summery will be reviewed once in fortnight with the core committee of the organization.
• All suggestions will be documented by PR Team and informed to the concerned department head for assessment and corrective and preventive actions.
• Monitoring and analyzing the patient’s rights and responsibilities.
• Collaborates with the Quality improvement efforts to identify key improvement focus areas that impact both patient care quality and safety.
• Need to take care of all other work which is assigned by the Manager.
• Reporting to AO/VP.