Guest Services Associate

Job Description

Skills: Patient Interaction, Appointment Scheduling, Customer Service, Service Recovery, Wayfinding Assistance, Patient Onboarding, Conflict Resolution, Interdepartmental Coordination, Company Overview Sir H. N. Reliance Foundation Hospital and Research Centre, located in Mumbai, is a 345-bed, multi-speciality tertiary care hospital. It is known for its cutting-edge technology and commitment to respect for life. With a comprehensive range of services, including cardiac sciences, gastroenterology, and women's health, the hospital maintains international standards and stringent safety norms. It is a historically significant institution visited by notable figures such as Mahatma Gandhi and Sardar Vallabhbhai Patel. Job Overview We are seeking a dedicated and detail-oriented Guest Services Associate for our hospital in Mumbai. This is a full-time, junior-level position designed to enhance patient experience through effective customer service. The role will include patient interaction and coordination, requiring excellent communication and service skills to ensure a seamless hospital visit for everyone. Qualifications And Skills Must have exceptional patient interaction skills to ensure all patients feel welcome and are well taken care of from the start of their visit to the end of their treatment. (Mandatory skill) Proven ability to manage appointment scheduling efficiently, ensuring all patient appointments are timely and conflicts are resolved effectively. Strong customer service acumen, with the ability to address patient inquiries and resolve minor issues skillfully and empathetically. Experience in service recovery to address and rectify any patient dissatisfaction, contributing to a positive overall experience at the hospital. Proficiency in wayfinding assistance to help patients and visitors navigate the hospital's facilities with ease. Experience in patient onboarding to guide new patients through the admission process, ensuring all necessary steps are completed smoothly. Skilled in conflict resolution with the capability to mediate disagreements and foster a peaceful and cooperative environment among patients and staff. Proven track record of effective interdepartmental coordination to facilitate seamless communication between various hospital departments, improving the patient experience. Roles And Responsibilities Greet and assist patients and visitors as they arrive at the hospital to enhance the overall patient experience. Coordinate with various departments for appointment scheduling and ensure timely patient consultations. Handle patient inquiries and problems promptly, directing them to the appropriate personnel if necessary. Provide clear wayfinding assistance to help patients and visitors locate different departments, enhancing their visit efficiency. Assist in patient onboarding, explaining hospital procedures and ensuring smooth administrative processes. Conduct service recovery and conflict resolution tasks to address patient grievances and ensure satisfaction. Maintain pleasant relationships with patients by providing excellent customer service and understanding their unique needs. Collaborate with medical, nursing, and administrative departments to ensure consistent and efficient service delivery. Show more Show less