Job description

Job Summary

The Senior Patient and Guest Relations Officer is responsible for leading the delivery of exceptional customer service and patient-centered care by acting as the primary liaison between patients, families, guests, and the healthcare facility. This role ensures a positive experience for all visitors by managing inquiries, addressing concerns, resolving complaints, and promoting a welcoming environment. As a senior member of the team, this role also supports the training and mentoring of junior officers and assists in implementing patient satisfaction and service excellence initiatives.

Serves as a primary point of contact for patients, families, and visitors seeking information, assistance, or support.

Assists patients throughout their care journey, including registration, admission, discharge, and follow-up services.

Provides clear and empathetic communication regarding hospital services, schedules, and procedures.

Facilitates access to amenities and non-clinical services, such as parking, interpreters, accommodation, and transportation.

Handles patient and visitor complaints and grievances professionally and confidentially, ensuring timely resolution.

Escalates unresolved or complex issues to the appropriate department or manager as needed.

Provides day-to-day guidance, mentoring, and support to junior Patient Relations Officers.

Assists the department manager in coordinating team schedules, briefings, and performance feedback.

Participates in the onboarding and training of new staff to ensure consistency in service delivery.

Supports the implementation of service excellence programs and staff recognition initiatives.

Collects and analyzes patient satisfaction data and feedback to identify areas for improvement.

Supports hospital-wide initiatives to improve the patient’s experience and promote a culture of empathy, respect, and compassion.

Collaborates with nursing, administrative, and clinical departments to address systemic service challenges.

Participates in hospital rounds and patient visits to proactively assess needs and gather feedback.

Strong interpersonal and communication skills, with the ability to engage effectively with individuals from diverse backgrounds.

Demonstrated conflict resolution and problem-solving skills.

High level of emotional intelligence, empathy, and cultural sensitivity.

Professional appearance and demeanor suitable for patient-facing responsibilities.

Proficient in Microsoft Office Suite and hospital information systems (HIS).

Ability to handle confidential information with discretion and integrity.

Excellent time management and organizational skills.

Minimum of 4–6 years of experience in a customer service or patient relations role within a healthcare setting.