Patient Relations Executive

About the role

One of our prestigious clients is hiring a Patient Relations Executive to stand on the patient's side when questions, worries or complaints come up. Part of the job is listening and smoothing things over; the other part is outward-facing, nurturing ties with referring doctors and local contacts who send new patients in. Both halves depend on people trusting what you tell them.

What you'll do

• Visit wards and waiting areas to hear concerns directly instead of waiting for formal complaints.
• Turn each grievance into a written case, assign it to the right department and chase a reply.
• Phone discharged patients to ask how their experience went and note anything that went wrong.
• Keep referring doctors and community contacts informed and appreciated so new enquiries keep arriving.
• Walk patients through cost estimates, procedure steps and the forms they will be asked to sign.
• Log every interaction and its outcome so trends can be spotted later.

What you'll bring

• 0–4 years of experience in patient relations, customer service or healthcare business development.
• A graduate or postgraduate qualification in a relevant field; for some assignments, relevant experience may be considered instead.
• The tact to calm a distressed relative without promising anything you cannot deliver.
• Persistence in pushing several departments towards an answer for one patient.
• Ease in switching between bedside conversations and outreach meetings with doctors.

Good to have

• Earlier work in the healthcare or insurance sector dealing directly with patients or members.
• Familiarity with how grievances are escalated and closed inside a hospital.
• Exposure to community outreach activities run by healthcare providers.