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Job Description:

Department: Patient Experience

Reports To: Customer Relations Manager

Position Purpose

To provide hands-on, compassionate support ensuring every patient receives attentive guidance through their hospital journey.

Core Responsibilities

1. Frontline Patient Support

• First-point contact for all patient inquiries
• Escort patients physically when disoriented/needy
• Explain processes for:
  • Appointments → Lab tests → Billing → Pharmacy etc
• Process referral documentation
• Guide patients using hospital services and outsourced services
• Premium Patient Service Execution:
  • Recognize VIP clients at first contact
  • Escort to private areas immediately
  • Anticipate and fulfill exclusive comfort needs

2. Operational Assistance

• Manage appointment scheduling/changes
• Support payment system operations
• Notify patients about service updates
• Wait Time Optimization:
  • Proactively identify and report delay patterns
  • Implement immediate comfort measures during unexpected waits
  • Provide real-time updates to waiting patients

3. Environmental Comfort

• Monitor waiting area conditions (seating, cleanliness)
• Provide comfort items (water, WiFi)
• Recognize returning patients by name

4. Feedback Collection

• Conduct patient satisfaction surveys, net promoter score, etc.
• Document and escalate service issues
• Report wait time concerns with improvement suggestions

Customer Relations Officer Qualifications

Education:

• Diploma/Degree in Nursing or related field

Experience:

• 1-2 years in frontline healthcare customer service
• Experience handling patient navigation/wayfinding

Skills & Competencies:

• Outstanding verbal communication and active listening
• Basic medical terminology understanding
• Ability to remain calm under pressure
• Cultural sensitivity and disability awareness
• Tech literacy for appointment systems and feedback tools

Certifications (Advantageous):

• Customer Service Excellence in Healthcare
• First Aid/CPR Certification

Quantity Required: 1

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