Patient and Guest Relations Officer

Job Summary

To serve as the ‘First Impression’ of The View Hospital, going above and beyond to deliver exceptional and memorable guest services and hospitality for patients, families, and visitors.

Job Responsibilities 1

Provides positive first impressions for patients, families, and visitors, utilizing customer service skills.

Ensures maximum satisfaction for patients and visitors during their stay at The View Hospital (TVH), either as an outpatient or inpatient.

Maintains a polite and humble personality while attending to the guests.

Takes care of each and everything the guest might need and ask for, to avoid the last-minute rush.

Checks if adequate welcome amenities are available for everyone whose arrival is on the list.

Checks the amenities for their quality and proper provision to leave no ground for complaints from the guests.

Greets each guest and offers assistance with navigation, wayfinding, sharing helpful information and helping simplify their journey in the Hospital.

Job Responsibilities 2

Follows standards and guidelines for telephone etiquette and service when interacting with patients over the phone.

Receives, screens, routes, and answers telephone calls in a prompt and courteous manner and prioritizes and processes calls as appropriate.

Takes accurate messages and ensures the timely delivery.

Coordinates communication with patients, family members, medical and administrative staff i.e., providers, nurses, support staff, security, parking, and room service.

Investigates and direct patient inquiries and complaints to appropriate staff members and follow up to ensure satisfactory resolution.

Additional Responsibilities 3

Job Knowledge & Skills

Understanding of confidentiality and safeguarding procedures

Excellent customer service and the ability to communicate efficiently

Good at problem-solving and multi-tasking

Professional, flexible, and positive

Willingness to work as part of a team

Ability to work autonomously

Ability to work to a very high standard.

Job Experience

Minimum 2 years of customer service/ hospitality experience, preferably in a healthcare organization.

Minimum 1 year in GCC (preferred)

Competencies

Education