Guest Relations Officer-Patient Experience

Job Description

To ensure a welcoming and supportive culturally sensitive environment for patients, families, and visitors within the hospital. This role is responsible for providing exceptional customer service excellence by addressing patient inquiries, assisting with navigation, resolving concerns, and enhancing the overall patient experience. The Guest Relations Officer acts as a liaison between patients and hospital departments, ensuring seamless empathic communication and service recovery. They contribute to a culture of empathy, respect and patient-centered care by actively engaging patients, gathering feedback, and supporting initiatives that improve patient satisfaction and well-being.

Responsibilities

• Welcomes patients and visitors warmly upon arrival, providing guidance and support throughout their stay. in a professional and courteous manner
• Ensures patient comfort by addressing immediate needs, offering amenities, and maintaining a patient-centered approach.
• Assist in arranging special accommodation, transportation, and personalized services for international and VIP patients. 
• Promote a welcoming and culturally sensitive environment, respecting the diverse needs of SSMC’s patient population.
• Assists in a crisis situation, the practice in controlling the flow of visitors and providing guidance and information to the patients and their family
• Manages visitors by communicating the visiting time, amenities available, and services SSMC provides
• Explains facility policies and procedures for patients, families and visitors
• Assists the patient with their concerns that are not able to be solved by their care team directly
• Facilitates sharing patient concerns with an appropriate staff member(s), and assist coordinates the resolution of the case among multidiscipline team if appropriate.   Follows the case until closure, if needed arranging a family meeting between the practice/operations and the patient and/or their family.
• Maintains records of patient requests and concerns using the patient experience database system in an efficient manner for quality improvement opportunities
• Communicates with patients and relatives in person with excellent standards of customer care
• Assists patient with information on how to submit a formal complaint
• Maintains confidentiality of patient information in accordance with facility policy

Accountabilities

• Ensures all written documents are clear and in the appropriate format
• Maintains the highest standards of patient care and confidentiality

Role-Specific Job Responsibilities

• Manage guest relations inquiries via phone, email, or in person
• Serve as the primary point of contact for patient inquiries, complaints, and feedback, ensuring issues are addressed promptly and effectively escalating and directing to specific departments.
• Guiding staff and colleagues through in the moment concerns with patients using the highest standards of patient centered empathic communication
• Working with Patient Experience leadership, practice and operations to identify opportunities
• Maintain accurate records of patient interactions and follow-up actions to leadership 
• Organize and support hospital events, awareness campaigns, and patient experience initiatives

Qualifications

Required:

• Bachelor’s degree or equivalent in Hospitality or relevant field OR Diploma in relevant field with 3 years of additional experience

Desired:

• Master’s Degree or equivalent in Hospitality Management or any other relevant field

Specialist Certifications:

Required:

• Hospitality, Service Excellence and /or communication 

Desired:

• Mastery in client interaction and service recovery 

Experience:

Required:

• 2-4 years of relevant experience- working in guest relations and hospitality type roles

Desired:

• Experience in hotel management and or a large Healthcare facility  

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