Patient Relations Associate (The Medical City Clinic - Commonwealth)

The Medical City Clinic is currently seeking a Patient Relations Associate to join our team at the Commonwealth Branch. The successful candidate will be responsible for providing professional, responsive, and patient-centered assistance while supporting the delivery of an excellent patient experience.

Key Responsibilities

• Handles patient and customer complaints and concerns by ensuring proper documentation, referring issues to the appropriate department, and monitoring resolution within the prescribed timeframe.
• Provides patient navigation, information, and non-medical assistance to patients, relatives, guests, and suppliers to facilitate a smooth and positive hospital experience.
• Assists patients and visitors during hospital tours and inquiries by explaining hospital services, facilities, and processes clearly and accurately.
• Monitors and supports patient engagement activities such as hospital rounds and patient visits to gather feedback and understand patient needs and experiences.
• Conducts and consolidates patient experience surveys, including Net Promoter Score (NPS) and overall satisfaction results, to support monitoring of service performance.
• Provides timely and accurate responses to inquiries received through face-to-face interactions, phone calls, emails, or other communication channels.
• Maintains accurate and updated customer and patient records in the customer relations system while ensuring confidentiality of information.
• Coordinates with concerned departments to address customer concerns, service requests, and operational issues to ensure timely resolution.
• Assists in the implementation of customer service initiatives, programs, and projects aimed at improving patient satisfaction and service delivery.
• Monitors service delivery across various patient touchpoints to ensure adherence to hospital service standards and protocols.
• Collects and analyzes patient feedback and reports trends or recurring concerns to support service improvement efforts.
• Prepares and submits reports related to patient interactions, complaints, and feedback to support monitoring and evaluation of service performance.
• Ensures clear and professional communication with patients and relatives, including timely follow-ups regarding their requests or concerns.
• Supports the Senior Customer Relations team in accomplishing departmental tasks and activities, including participation in service improvement initiatives and special projects.
• Participates in training programs and departmental meetings to enhance knowledge of hospital services, policies, and customer service practices.

Qualifications

• Bachelor's Degree or equivalent level, preferably in Marketing or a related course.
• General Experience: Sound experience and understanding of straightforward procedures or systems (7 to 12 months)
• Strong verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Ability to handle patient concerns with professionalism, courtesy, and empathy.
• Detail-oriented with good documentation and record-keeping skills.