Patient Relation Officer -PRO (India)

Job DescriptionJob Title : Public Relations Officer (PRO) Department : Patient Relations Reporting To : Hospital Administrator / Operations Manager Location : Ground Floor Hospital Type : NABH Accredited Hospital Job Purpose To ensure smooth coordination and patient-friendly services across all ground floor departments by acting as a liaison between patients, attendants, doctors, and hospital staff, while maintaining NABH standards of quality, safety, and patient satisfaction. Key Responsibilities1. General & Ground Floor Operations - Serve as the first point of contact for patients, attendants, and visitors. - Oversee daily operations of all ground floor departments. - Ensure smooth patient flow, queue management, and waiting area discipline. - Coordinate with housekeeping, security, and maintenance for cleanliness and safety. - Ensure proper display and communication of patient rights and responsibilities. - Maintain qualified conduct and uphold the hospital’s image at all times. 2. Casualty / Emergency Department - Guide emergency patients and attendants promptly and calmly. - Coordinate with casualty doctors, nurses, and ambulance services. - Assist in admission formalities, consent processes, and documentation. - Manage crowd control and anxious attendants during emergencies. - Support medico-legal cases (MLC) as per hospital policy and legal guidelines. - Ensure emergency services comply with NABH patient-care standards. 3. Tele-Calling Department - Supervise tele-calling operations for appointments, follow-ups, and patient inquiries. - Ensure proper call etiquette, language, and professionalism. - Monitor call quality, response time, and patient communication. - Coordinate appointment schedules with OPD and consultants. - Handle escalated complaints received via tele-calling. - Ensure confidentiality and data privacy as per NABH norms. 4. OPD Department - Assist patients with OPD registration, consultation, diagnostics, and pharmacy guidance. - Coordinate OPD schedules and manage patient movement. - Communicate delays, changes, or rescheduling of doctor appointments. - Address OPD-related complaints and feedback. - Assist senior citizens, VIP patients, and differently-abled individuals. - Ensure OPD services align with NABH standards and patient satisfaction goals. 5. Billing Department - Guide patients and attendants on billing procedures and estimates. - Coordinate with billing staff for deposits, interim bills, and final discharge bills. - Address billing-related queries and resolve disputes professionally. - Assist in insurance/TPA and cashless claim coordination. - Ensure timely discharge by avoiding billing delays. - Maintain transparency and courteous communication regarding billing matters. 6. NABH & Quality Responsibilities - Adhere strictly to NABH guidelines related to patient rights, safety, and confidentiality. - Participate in NABH audits, mock drills, and quality improvement activities. - Support incident reporting and corrective/preventive action processes. - Promote patient feedback and satisfaction surveys. - Ensure proper documentation and compliance with hospital SOPs. Required Skills & Competencies - Excellent verbal and written communication skills - Strong patient-handling and conflict-resolution abilities - Knowledge of hospital operations and NABH standards - Ability to work under pressure and handle emergency situations - Professional appearance, empathy, and courteous behavior - Multilingual skills preferred Educational Qualification - Graduate in any discipline (Healthcare Management / Hospital Administration preferred) Experience - 1–3 years of experience in hospital front office, patient relations, or PRO role - Experience in NABH hospital preferred Key Performance Indicators (KPIs) - Patient satisfaction scores - Complaint resolution time - OPD and billing coordination efficiency - Compliance with NABH standards - Feedback from clinical and administrative teams Pay: ₹10,283.61 - ₹44,163.25 per month Benefits: - Provident Fund Work Location: In person