PWO

Note: Only Female candidates are required to apply and only from Hospitals Background.

Job content: Assist in getting proper feedback on services to patients and their attendants.

Duties:

• Interacting with patients and taking feedback on a daily basis; resolving issues from admission till discharge based on feedback.
• Coordinating unresolved issues with respective departmental heads and getting back to patients with update of complaint resolution.
• Compiling feedback on hospital services; understanding queries raised by patients/ attendants for the services offered in the areas of intensive units, operation theatres and diagnostics.
• Attending to complaints and facilitating appropriate and timely actions.
• Guiding and ensuring collection of filled feedback forms before the patient is discharged from hospital.
• Reaching out to patients in case of negative inputs in feedback forms with an assurance for resolving the issue and reverting with improved services.
• Making courtesy follow-up calls to discharged patients.
• Recording tele-feedbacks to generate reports.
• Maintaining tracker sheet and trend analysis of patient satisfaction index.

Required knowledge: The candidate should have relevant exposure to basic administration; knowledge of the organizations policies and procedures expected.

Required skills: Good communication and interpersonal skills required; should be computer literate.

Education, experience and formal training: The candidate must be a graduate. Freshers can be trained on the job.

Role complexity: The role entails close interaction with patients, attendants and coordination with other departments.

Interpersonal skills: The candidate should have good interpersonal skills to interact with patients, attendants, doctors and other departmental staff.

Supervisory skills: Limited scope for supervisory skills as the job mainly entails coordination with patients for feedback and corrective and facilitative measures.

Independent judgment: Established procedures and policies govern most of the work. Therefore, less opportunity to exercise independent judgment or initiative.

Reporting: To the Manager, Administration/Hospital Administrator.

Reports/records: Some of the documents to be maintained are:

• Daily MIS reports
• Daily reports
• Patient details records