Guest Relations Manager

6 days ago

Kanpur, Uttar Pradesh, India Paras Health Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Develop and implement strategies to consistently improve patient satisfaction and Net Promoter Score (NPS) across various departments (IPD, OP, ER, ICU).
  • Analyze feedback data and implement initiatives to address areas of improvement.
  • Establish and maintain efficient processes for collecting patient feedback forms in IPD, ER, and OPD.
  • Ensure a high collection rate to gather comprehensive insights into patient experiences.
  • Implement a robust system for logging and categorizing customer complaints.
  • Lead efforts to investigate complaints, drive resolutions, and track outcomes for continuous improvement.
  • Identify operational inefficiencies and areas for process improvement in guest relations.
  • Lead and coordinate the implementation of initiatives to enhance the overall guest experience.
  • Monitor and report on the number of patients leaving the Emergency Room (ER) against medical advice.
  • Collaborate with ER teams to minimize LAMA cases through improved service and communication.
  • Develop and execute programs to engage satisfied patients as advocates for the healthcare organization.
  • Identify and nurture relationships with patients willing to share their positive experiences.
  • Provide leadership and mentorship to the GRE team members.
  • Organize training sessions to improve customer service skills, empathy, and conflict resolution capabilities.

  • Streamline guest relations processes to optimize resource allocation and efficiency.

  • Patient Experience / Patient Satisfaction

  • Process Improvement
  • Revenue Impact

Organizational Advocacy

Preferred candidate profile

MHA / MBA Healthcare or HM

1012 yrs in patient/guest services

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