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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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