Patient Relations Manager

Heritage Hospitals, a NABH-accredited, multi-speciality tertiary care hospital with over three decades of trust and service, is seeking a Patient Relations Manager to lead its patient experience and service excellence initiatives. The ideal candidate will be a confident, empathetic, and service-oriented professional with a strong background in healthcare communication, patient coordination, and grievance handling. She will serve as the key interface between patients, attendants, and hospital departments to ensure a seamless, compassionate, and responsive care journey, reflecting Heritage’s core values of Trust, Care, and Commitment.

Key Responsibilities

1. Patient experience

• Ensure courteous, efficient, and empathetic communication with patients and attendants throughout their hospital journey (OPD, IPD, Diagnostics, Emergency, etc.).
• Handle patient queries, grievances, and feedback promptly, ensuring fair resolution within stipulated timelines
• Conduct daily patient rounds to assess service satisfaction and escalate systemic issues to the Operations/ Quality team
• Oversee adherence to hospital service standards and patient communication protocols

2. Coordination and communication

• Act as the primary liaison between patients, relatives, clinical teams, and support departments to ensure smooth coordination
• Support critical cases by facilitating cross-departmental communication to enhance patient comfort and reduce administrative delays
• Maintain proper documentation and digital records of complaints, feedback, and resolutions

3. Reporting and MIS

• Maintain dashboards for patient feedback trends, complaint categories, and closure rates
• Generate monthly reports highlighting patient satisfaction metrics, recurring issues, and improvement suggestions

4. Process improvement

• Collaborate with HR, Quality, and Operations teams to design and implement service improvement initiatives
• Identify opportunities for improving the overall patient experience through technology, workflow, and behavioral interventions

Qualifications and Experience

• Graduate/ Postgraduate in Hospital Administration, Healthcare Management, or any relevant discipline.
• Minimum 7–10 years of experience in Patient Relations or Customer Service within a hospital or healthcare setup
• Age: 35 years or above, female candidates only
• Excellent communication skills in Hindi and English; knowledge of regional dialects will be an added advantage
• Computer-savvy, with proficiency in MS Office and exposure to hospital information or CRM systems

Key Competencies

• Exceptional interpersonal and communication skills
• Strong empathy and conflict resolution abilities
• Patient-centered approach with sound judgment
• Team leadership and coordination skills
• Attention to detail and a proactive attitude
• Ability to maintain confidentiality and professionalism at all times

Job Type: Full-time

Work Location: In person