Customer Relations Specialist

Job Summary,

The Patient Relationship Officer (PRO) is responsible for ensuring a seamless patient experience across both In-Patient (IP) and Out-Patient (OP) divisions. This role involves coordinating with doctors and clinical staff, managing patient queries, monitoring NABH standards compliance, ensuring hospital hygiene and nutrition protocols, and supporting insurance and Ayurvedic therapy processes. The PRO acts as the primary liaison between patients and the hospital, maintaining high service quality, achieving departmental targets, and ensuring effective communication across all levels.

Key Responsibilities

1. Patient Care & Experience Management:

• Ensure smooth patient flow in OP and IP departments from registration to discharge.
• Provide end-to-end support for patients and their attendants, ensuring a comfortable and positive experience.
• Address patient queries and concerns promptly with immediate resolution.
• Conduct routine patient rounds and collect feedback to improve service quality.
• Assist patients with admission, billing, insurance documentation, and discharge processes.
• Educate patients on Ayurvedic therapies, treatment processes, and hospital services.

2. Coordination with Doctors & Clinical Departments:

• Schedule and manage appointments, follow-ups, and therapy sessions.
• Facilitate clear communication between doctors, nursing staff, therapists, and patients.
• Ensure timely availability of doctors/consultants during OP and IP hours.
• Coordinate patient treatment plans as advised by Ayurvedic and allied medical specialists.

3. NABH Protocol Adherence:

• Monitor and ensure compliance with all NABH standards related to patient care, documentation, and service delivery.
• Support the team in maintaining proper records, audits, and quality improvement activities.
• Train team members on NABH requirements and monitor daily practices for adherence.

4. Food, Nutrition & Hygiene Oversight:

• Oversee the canteen’s food quality, hygiene, and nutrition protocols, in alignment with Ayurvedic dietary guidelines.
• Coordinate with dieticians and food service teams for patient diet plans.
• Ensure hospital-wide cleanliness standards are maintained, including wards, OP areas, therapy rooms, and common spaces.

5. Metrics, Reporting & Target Achievement:

• Track daily, weekly, and monthly performance metrics related to patient satisfaction, service delivery, OP/IP footfall, and revenue.
• Ensure team members follow all operational metrics and SOPs.
• Work towards achieving departmental and hospital targets, including patient engagement and retention goals.
• Prepare reports for management review and contribute to continuous improvement initiatives.

6. Insurance & Billing Support:

• Assist patients with medical insurance procedures, pre-authorization, claims, and reimbursements.
• Maintain knowledge of insurance policies relevant to Ayurveda.
• Coordinate with the billing department to ensure accuracy and transparency in patient billing.

7. Ayurvedic Therapy Knowledge:

• Maintain working knowledge of various Ayurvedic treatments offered in the hospital.
• Guide patients regarding preparation, therapy schedules, and post-therapy care.
• Coordinate with Ayurvedic therapists to ensure timely and quality therapy delivery.

Required Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Knowledge of hospital operations and patient handling.
• Familiarity with NABH standards and protocols.
• Basic understanding of Ayurvedic principles, therapies, and dietary guidelines.
• Problem-solving skills with a patient-centric approach.
• Ability to handle patient grievances calmly and professionally.
• Team leadership capability to guide support staff in achieving daily goals.

Languages Required:

• English – Fluent
• Tamil – Fluent
• Hindi – Fluent

Educational & Experience Requirements:

• Bachelor’s Degree in Hospital Administration, Healthcare Management, Nursing, or related field (preferred).
• 1–3 years of experience as PRO/Front Office Executive/Patient Care Coordinator in a hospital environment.
• Experience in Ayurveda hospitals or wellness/therapy centers is an added advantage.
• Knowledge of medical insurance processes and hospital billing.

Work Schedule:

• Rotational or fixed shifts depending on hospital operations.
• Availability during peak OP hours and special medical camps.