Job Description

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