Company Overview

Sir H. N. Reliance Foundation Hospital & Research Centre is a premier 345-bed multi-speciality tertiary care hospital located in Mumbai. Emphasizing on Cardiac Sciences, Oncology, Neuro Sciences, and other critical areas, this institution is designed to meet international standards, focusing on respect for life through advanced diagnostics, and medical care. Continuing the legacy since 1918, the hospital is committed to excellence in patient care and service delivery. Learn more about us at rfhospital.org.

Job Overview

The Patient Relationship Executive at the Feedback Cell plays a pivotal role in enhancing patient satisfaction. This full-time junior position requires a work experience of 1 to 3 years, with the role being based in Mumbai. The executive will be crucial in managing patient feedback and ensuring high standards of patient care and service quality.

Qualifications and Skills

• Strong communication skills to effectively interact with patients and staff, ensuring clarity and understanding in all interactions (Mandatory skill).
• Proficient in conflict resolution to address and manage disputes or concerns raised by patients, turning negative experiences into positive outcomes (Mandatory skill).
• Expertise in feedback management to systematically collect, analyze, and act upon patient feedback for continuous service improvement (Mandatory skill).
• Demonstrated experience in customer service, focusing on patient needs and providing exceptional support and care.
• Compassionate and empathetic approach, essential for providing patient care and managing patient relations effectively.
• Ability to work collaboratively with diverse teams to ensure integrated service delivery and patient satisfaction.
• Excellent organizational skills to manage multiple feedback channels and maintain accurate records.
• Adaptable and solution-oriented mindset, essential for responding to patient queries and operational challenges.

Roles and Responsibilities

• Manage patient feedback channels, ensuring timely collection, documentation, and response to patient queries and concerns.
• Work closely with medical and administrative staff to resolve patient issues and provide a seamless care experience.
• Analyze feedback trends to identify areas of improvement and report findings to management for strategic planning.
• Conduct follow-ups with patients to ensure satisfaction with the services provided and address any lingering issues.
• Facilitate communication between patients and relevant hospital departments to ensure patient needs and expectations are met.
• Maintain high levels of patient confidentiality and adhere to hospital policies regarding data protection and privacy.
• Provide training and support to staff on effective patient communication and feedback management techniques.
• Proactively suggest and implement process improvements based on patient feedback and operational insights.