Patient Relations Officer

About the role

The Patient Relations Officer serves as the primary liaison between patients, their families, and the Medical Services Department. This role focuses on enhancing patient satisfaction by addressing concerns, managing complaints, and promoting a patient‑centered culture within the organization.

Key responsibilities

• Act as the main point of contact for patients and families, providing information on hospital services, policies, and procedures.
• Receive, document, investigate, and resolve patient complaints promptly, coordinating with relevant departments.
• Monitor complaint trends, prepare reports, and recommend corrective actions.
• Conduct patient satisfaction surveys, analyze feedback, and identify opportunities for service improvement.
• Facilitate communication between patients, physicians, nurses, and other healthcare professionals to ensure continuity of care.
• Maintain accurate records of interactions, resolutions, and follow‑up actions.
• Educate patients about their rights and responsibilities and support awareness initiatives.
• Participate in quality‑improvement projects aimed at elevating patient experience.

Required profile

• Bachelor’s degree in Healthcare Administration, Hospital Administration, Public Relations, Business Administration, or a related field.
• Minimum three years of experience in patient relations, customer service, or a similar role within a healthcare setting.
• Strong understanding of hospital policies, patient rights, and complaint‑handling procedures.

Required skills