Patient Relations Manager
9 hours ago
Heritage Hospitals, a NABH-accredited, multi-speciality tertiary care hospital with over three decades of trust and service, is seeking a Patient Relations Manager to lead its patient experience and service excellence initiatives. The ideal candidate will be a confident, empathetic, and service-oriented professional with a strong background in healthcare communication, patient coordination, and grievance handling. She will serve as the key interface between patients, attendants, and hospital departments to ensure a seamless, compassionate, and responsive care journey, reflecting Heritage's core values of Trust, Care, and Commitment.
Key Responsibilities
1. Patient experience
- Ensure courteous, efficient, and empathetic communication with patients and attendants throughout their hospital journey (OPD, IPD, Diagnostics, Emergency, etc.).
- Handle patient queries, grievances, and feedback promptly, ensuring fair resolution within stipulated timelines
- Conduct daily patient rounds to assess service satisfaction and escalate systemic issues to the Operations/ Quality team
- Oversee adherence to hospital service standards and patient communication protocols
2. Coordination and communication
- Act as the primary liaison between patients, relatives, clinical teams, and support departments to ensure smooth coordination
- Support critical cases by facilitating cross-departmental communication to enhance patient comfort and reduce administrative delays
- Maintain proper documentation and digital records of complaints, feedback, and resolutions
3. Reporting and MIS
- Maintain dashboards for patient feedback trends, complaint categories, and closure rates
- Generate monthly reports highlighting patient satisfaction metrics, recurring issues, and improvement suggestions
4. Process improvement
- Collaborate with HR, Quality, and Operations teams to design and implement service improvement initiatives
- Identify opportunities for improving the overall patient experience through technology, workflow, and behavioral interventions
Qualifications and Experience
- Graduate/ Postgraduate in Hospital Administration, Healthcare Management, or any relevant discipline.
- Minimum 7–10 years of experience in Patient Relations or Customer Service within a hospital or healthcare setup
- Age: 35 years or above, female candidates only
- Excellent communication skills in Hindi and English; knowledge of regional dialects will be an added advantage
- Computer-savvy, with proficiency in MS Office and exposure to hospital information or CRM systems
Key Competencies
- Exceptional interpersonal and communication skills
- Strong empathy and conflict resolution abilities
- Patient-centered approach with sound judgment
- Team leadership and coordination skills
- Attention to detail and a proactive attitude
- Ability to maintain confidentiality and professionalism at all times
Job Type: Full-time
Work Location: In person
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