Patient Relation Officer( PRO)

Key Responsibilities

A. Patient Interaction & Assistance

• Welcome and assist patients and their attendants in a polite and professional manner.
• Understand patient requirements and provide appropriate guidance.
• Explain hospital services, procedures, facilities, and department locations.
• Assist patients with OP, IP, diagnostic, billing, pharmacy, insurance, and other service-related queries.
• Guide patients to the appropriate department or concerned staff member.
• Support elderly, differently abled, and special-needs patients whenever required.

B. Patient Complaint & Grievance Handling

• Receive and understand patient complaints, concerns, and feedback.
• Handle complaints calmly and professionally without arguing with patients or attendants.
• Coordinate with the concerned department for timely resolution.
• Escalate serious or unresolved complaints to the reporting manager.
• Maintain proper records of complaints and their resolution status.
• Follow up with patients to ensure satisfactory closure of complaints.

C. Patient Experience

• Regularly interact with patients and attendants to understand their experience.
• Conduct patient rounds / service rounds as assigned.
• Identify service gaps and communicate them to the concerned departments.
• Ensure patients receive proper communication regarding delays or changes in services.
• Promote patient-friendly and compassionate service practices.

D. Department Coordination

• Coordinate with doctors, nursing, front office, billing, pharmacy, diagnostics, housekeeping, security, insurance, and other departments.
• Follow up on patient requests and ensure timely responses.
• Coordinate for special patient requirements and VIP/VVIP visits as instructed.
• Support smooth communication between patients and hospital departments.

E. Feedback Management

• Collect patient feedback through feedback forms, calls, QR systems, or other hospital-approved methods.
• Monitor patient feedback and identify recurring concerns.
• Share feedback trends with the reporting manager.
• Assist in implementing corrective actions based on patient feedback.

F. Discharge & Billing Support

• Assist patients and attendants in understanding the discharge process.
• Coordinate with billing, insurance, pharmacy, nursing, and other concerned departments for discharge-related queries.
• Follow up on delays and communicate the status to patients/attendants.
• Escalate unresolved billing or discharge concerns appropriately.

G. Documentation & Reporting

• Maintain daily patient interaction and complaint records.
• Prepare daily/weekly/monthly reports as required.
• Maintain complaint registers and follow-up records.
• Track pending complaints until closure.
• Maintain confidentiality of patient information and hospital records.

H. Hospital Standards & Compliance

• Follow hospital policies, SOPs, and patient-service standards.
• Maintain patient confidentiality and privacy.
• Follow NABH requirements related to patient rights, patient communication, feedback, and grievance handling.
• Maintain professional behaviour and appropriate communication at all times.
• Follow infection-control and hospital safety practices as applicable.

Qualification: Any Degree / Healthcare or Hospital Management preferred
Experience: 1–3 years in hospital patient relations / front office / customer service preferred

Required Skills

• Excellent verbal and written communication skills
• Good interpersonal and patient-handling skills
• Active listening
• Problem-solving ability
• Complaint-handling skills
• Good coordination skills
• Patience and empathy
• Ability to work under pressure
• Basic computer knowledge
• MS Office / hospital software knowledge
• Good documentation and reporting skills
• Ability to communicate with patients and attendants professionally