Patient Relations

3 days ago

Mumbai, Maharashtra, India Sir H.N. Reliance Foundation Hospital & Research Centre Full time
Job Title:

Patient Relationship Executive

Function / Department:

Quality Improvement & Feedback Cell

Sub-functional Area: Patient Feedback

Reports To:

Lead – Patient Feedback

Job Purpose:

Responsible for delivering unique and personalized patient experience services to enhance the stay/visit of patients at RFH, thereby improving overall patient satisfaction and Net Promoter Score (NPS).

Key Accountabilities & Responsibilities:Customer
  • Investigate patient/family complaints, concerns, and feedback related to care, quality, hospital policies, and conflict resolution across inpatient, outpatient, EMS, EHC, and homecare services.
  • Ensure comfortable visits or stays through effective coordination with hospital departments.
  • Take patient/relative feedback, coordinate with departments for responses, and ensure timely closure.
  • Personally meet all discharge patients to build professional ties and ensure satisfaction.
Financial
  • Contribute to improving patient satisfaction and NPS.
Operations (Core Areas)

A) OPD/EHC/EMS/Home Care/Home Quarantine/SHH

  • Capture feedback from OPD patients and respond to adverse feedback by coordinating with concerned departments.
  • Register grievances escalated by OPD staff and ensure closure.
  • Meet patients on various floors to check comfort levels and facilitate services.
  • Act as 'Comforters' for distressed patients/visitors.
  • Capture telephonic feedback for homecare services using structured tools and share monthly reports.
  • Address grievances escalated by RFH Contact Centre and share monthly reports with the manager.
  • Call patients availing home quarantine/homecare services regularly for feedback.
  • Capture feedback from SHH/Trident/NSCI COVID patients and escalate grievances if any.

B) IPD

  • Collect patient feedback to gauge service effectiveness.
  • Prepare incident reports and forward to the manager.
  • Respond to adverse feedback and record in daily reports.
  • Interact with ER transfer in-patients for feedback and address concerns.
  • Prepare daily feedback reports and monthly patient appreciation reports.
Educational Qualifications:
  • Necessary: Graduate/MBA/MHA
  • Desirable: Knowledge of multiple Indian languages
Experience Requirements:
  • Necessary: 3–5 years' experience in direct customer-facing roles
  • Desirable: Customer-facing experience in a hospital setting
Skills & Competencies:
  • Strong interpersonal and communication skills.
  • Ability to handle complaints and resolve conflicts.
  • Empathy and patient-centric approach.
  • Multilingual capability preferred.
  • Familiarity with structured feedback tools and reporting.

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