A Hospital Patient Relationship Officer (PRO) serves as a liaison between patients, families, and healthcare providers to ensure positive experiences and resolve concerns. Key duties and responsibilities:

Key Responsibilities:

1. Patient Advocacy: Represent patient interests, address concerns, and provide support.

2. Communication: Facilitate open communication between patients, families, and healthcare teams.

3. Complaint Resolution: Investigate and resolve patient complaints, grievances, and feedback.

4. Service Recovery: Implement corrective actions to prevent future issues.

5. Patient Education: Provide information on hospital policies, procedures, and resources.

6. Family Support: Offer emotional support and guidance to patients' families.

7. Feedback Collection: Gather patient feedback through surveys, focus groups, or interviews.

8. Quality Improvement: Collaborate with healthcare teams to improve patient care and services.

Additional Duties:

1. Conduct patient rounds to assess satisfaction and address concerns.

2. Develop and maintain patient information materials.

3. Coordinate patient events, workshops, or support groups.

4. Liaise with hospital departments to resolve patient issues.

5. Analyze patient feedback data to identify trends and areas for improvement.

6. Develop and implement patient-centered policies and procedures.

7. Train hospital staff on patient relation skills and standards.

8. Collaborate with patient advocacy groups and community organizations.

Skills and Qualifications:

1. Bachelor's degree in Healthcare Administration, Social Work, or related field.

2. 2+ years of experience in patient relations, customer service, or healthcare.

3. Excellent communication, interpersonal, and conflict resolution skills.

4. Empathy, active listening, and problem-solving abilities.

5. Knowledge of patient rights, HIPAA, and healthcare regulations.

6. Analytical and reporting skills.

Work Environment:

1. Hospital settings (acute care, long-term care, rehabilitation).

2. Fast-paced, dynamic environment.

3. Interaction with patients, families, healthcare providers, and administrative staff.

Certifications:

1. Certified Patient Advocate (CPA)

2. Certified Healthcare Customer Service Representative (CHCSR)

3. Certified Patient Experience Professional (CPXP)