Guest Relations Executive

The Guest Relations Executive ensures a high-quality experience for patients and their families, manages client relationships, follows up on leads, and initiates facility visits in a continuum care setting.

1. *Patient and Family Interaction:*

  - Serve as the primary contact for patients and families, addressing and resolving concerns or issues.

  - Provide detailed information about continuum care services, policies, and procedures.

  - Ensure a positive and supportive experience throughout the patient’s stay.

2. *Guest Relationship Management:*

  - Develop and maintain strong relationships with patients, families, and referral sources.

  - Follow up with clients to gather feedback, address concerns, and ensure satisfaction with services.

  - Offer personalized support to enhance the overall client experience.

3. *Lead Follow-Up and Conversion:*

  - Manage and follow up on incoming leads to assess their needs and determine suitability for services.

  - Engage with potential clients through calls, emails, and meetings to convert leads into admissions or service engagements.

  - Maintain detailed records of lead interactions and track conversion progress.

4. *Initiation of Facility Visits:*

  - Coordinate and initiate facility visits for potential clients and their families.

  - Provide tours of the facility, explain services, and answer questions to facilitate informed decision-making.

  - Ensure that facility visits are tailored to meet the specific needs and interests of the prospective clients.

5. *Coordination and Support:*

  - Work with medical, nursing, and administrative teams to ensure seamless patient care and support.

  - Assist with special requests or accommodations as needed.

6. *Feedback and Improvement:*

  - Collect and analyze feedback to identify areas for service enhancement.

  - Participate in quality improvement initiatives and implement strategies to boost client satisfaction.

7. *Administrative Duties:*

  - Maintain accurate records of patient interactions, feedback, lead follow-up activities, and facility visits in CRM

  - Prepare and present reports on guest relations, lead conversion, and facility visit metrics.

8.- Previous experience in customer service, healthcare, or lead management roles.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to manage sensitive information with discretion and professionalism.

- Proficiency in relevant software and systems (e.g., patient management systems, CRM tools).

*Working Conditions:*

- Fast-paced continuum care environment.

- Occasional evening or weekend shifts may be required.

- Ability to manage high-stress situations effectively.