Guest Relations Executive

Designation: Guest Relation Executive

Reporting To: Manager Front-office

Key Result Areas: Zero complaints for any FO service

Qualifications & Experience:  A Bachelor Degree in any field/PUC with any Diploma Course  Fresher or Minimum 2 year experience in similar field

Knowledge & Skills:  Knowledge of patient problems in the outpatient setting and the ability to resolve the issues.  Ability to communicate well (multi language), multi-task, prioritize and work in a fast paced environment.  Comprehensive knowledge of personal computers and various specific applications such as MS office, Hospital software, E-mail, internet and guest response systems.  Knowledge of handling vulnerable, sensitive patients and handling in case of emergency.  Good communication skills and ability to interact well with patients

Responsibilities: 1) Morning briefing meeting of availability of doctors, visiting consultants, procedure room appointments and radiology appointments. 2) Take the print out of appointment list, and compare with the appointment files in the Front Office, and note the OPD doctors, ward doctors, and OT doctors’ availability. If file is not there, escalate immediately to the MRD incharge and Ops Manager (Refer protocol no.NUH/MRD/PR/14). Duplicate file to be created by MRD and inform the consultant if the file is missing. 3) Approach every patient proactively, when he/she comes into the FO, and offer assistance. 4) Assist patients to fill the registration form if needed, to help them. For revisit patient, before billing, confirm the patient name and PRN number twice, and fill 5) After registration, introduce yourself to the patient/attenders and inform them to contact you for any queries, till end of the day, and even later. 6) Check with the patients for old reports, arrange date wise, and take a photo copy and file it in our hospital file. 7) Guide the patients for vitals check up. If any investigation has been asked for, guide them accordingly (Lab, USG, Uroflow), depending on the waiting at each place. 8) Indentify “vulnerable” patients and mark on file. (eg: above 60 years, not able to walk, not able to hear, not able to see, pregnant lady (full term), handicap, mentally disabled, should stick pink

sticker on OPD file and to have close monitor and give the priority and help them for fast consultation. If any senior citizen/sick patients need any assistance or rest, arrange for the bed/room. 9) Similarly identify “sensitive” patients and paste a white sticker on OPD file to take extra care; also inform the concerned doctor. 10) For appointment patients, if doctors are in OT/emergency/meeting, inform the appointment patients the same, and also inform the doctors and arrange for early alternate consultation. 11) For non-appointment patients, talk to doctors, and in case of delay, inform the patients of waiting period. Arrange for early alternate solution and convey the same to patients. 12) Accompany each patient to the doctor’s room. 13) Respond immediately to the doctor’s bell and phone calls. If a GRE is going to first floor, handover the phone to Assistant Manager Front office. 14) Once investigation reports are ready, inform the doctors for consultation and also write on file slip. 15) Give proper handover and complete information about the patient during any break, to whomever you are giving charge. Also inform the doctor, which GRE is taking care of his/her patient, till you come back. When you return, take charge with full information. 16) Guide the patients for investigations and keep a track of them. In case of delay – enquire and solve the problem. 17) After consultations, guide them to collect the prescription in pharmacy and the medications. 18) Fix up an appointment for next visit, as advised by the doctors. If patients ignore or refuse to take appointment, document in OPD file. Depending on investigations advised, ask patient to come. 19) Update the patients details in excel sheet on a daily basis, at the end of the day. 20) If patient is referred by a doctor, inform Manager Front office to call and thank the doctor, and document in file. Record the doctor’s email ID to send a thanking letter. At the end of the day keep the file in the consultant’s room for writing a thanking letter. 21) Clear the file in all the rooms at the end of the day and check files for consent signature done by consultations, timings record, diagnosis etc. If incomplete, send the file to the consultant, complete the file, cross check and send it to the MRD. 22) If doctor advise surgery/procedure, guide them to the PRM with file, for and counseling/bill estimation; also give PIBs for awareness to the patients, and document in file. 23) Referring doctor thanking letter/pending files should be completed on same day or should have a follow up till it complete. 24) Monitor service activity of every patient in your appointment check list during the day, and prevent delays. 25) Need to update the lab reception coordinator about all the check in & check out to cut down the waiting period.

• Guide the patient/attenders to lab reception counter for lab reports once the consultation is done. 27) To update all the CQI in QIS on monthly basis before the time line. 28) Daily OP feedback of every consulted patient & also to take maximum Google reviews.

Will Supervise:  Waiting period of patients in OPD areas  Patient movement after consultation  Doctors appointment schedule Will participate in:  Attending the front office meetings  Attending personality development classes and implementation of the same.