Public Relations Officer

Job Purpose:

The Public Relations Officer (PRO) acts as a bridge between patients, attendants, hospital staff, and management. The role involves ensuring patient satisfaction, handling grievances, providing accurate information about hospital services, assisting in financial counselling, and safeguarding the hospitals reputation through professional communication and relationship management.

Key Responsibilities:

1. Patient Relations & Communication

• Welcome patients and attendants, guide them through admission, treatment, billing, and discharge processes.
  
• Provide clear information on hospital policies, services, and facilities.
  
• Handle patient/attendant queries, complaints, and grievances in a timely and professional manner.
  
• Coordinate with doctors, nurses, and administrative staff to resolve patient concerns.
  

2. Financial Counselling

• Provide counselling to patients/attendants on estimated treatment costs, packages, and billing procedures.
  
• Explain insurance, TPA, and corporate tie-up procedures.
  
• Assist patients in understanding financial obligations, payment schedules, and available support schemes.
  
• Coordinate with the finance and billing department to update patients on expenses and resolve discrepancies.
  

3. Public Relations & Branding

• Represent the hospital positively with patients, visitors, and the community.
  
• Organize health camps, awareness drives, and hospital promotional events.
  
• Maintain relationships with corporate clients, insurance companies, and third-party administrators (TPAs).
  
• Support the hospitals social media and PR activities as needed.
  

4. Grievance Redressal & Service Recovery

• Act as the first point of contact for dissatisfied patients/attendants.
  
• Ensure complaints are documented and resolved in coordination with management.
  
• Follow up with patients post-discharge to assess satisfaction levels.
  

5. Administrative & Reporting

• Maintain patient feedback records and prepare reports for management review.
  
• Assist in VIP/Corporate client visits and ensure smooth coordination.
  
• Work closely with HR, billing, medical, and nursing teams for smooth operations.