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Guest Relation Executive-Female
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- Act as the primary point of contact for patients on the clinic floor—guide, pacify, inform, and educate them to ensure a smooth visit.
- Serve as a patient advocate, anticipating needs and offering support without waiting to be asked.
- Identify and resolve any discomfort at patient touchpoints, including wait times, seating, wheelchair access, or delayed appointments.
- Take proactive steps to delight patients, especially senior citizens and children, by making their wait more comfortable and less stressful.
- Handle real-time complaints, concerns, and feedback from patients, ensuring prompt resolution and follow-up.
- Promote clinic amenities, services, and wellness programs (e.g., Aster Health Check) to patients and their families.
- Provide accurate information about clinic services, procedures, physicians, and protocols.
- Assist patients with registration and billing queries, and direct them to the appropriate departments when needed.
- Support crisis intervention efforts by working calmly under pressure to de-escalate issues.
- Work closely with the Operations Team to streamline patient flow and address feedback-driven improvements.
- Continuously monitor customer feedback platforms, including QR surveys and Google reviews, to gather actionable insights.
- Encourage and create awareness among patients to submit feedback through digital platforms (QR codes, Google ratings).
- Lead initiatives that increase patient satisfaction scores, working collaboratively with clinical and non-clinical teams.
- Foster a positive environment among staff by recognizing their efforts and sharing patient appreciation stories.
- Suggest and drive process improvements to enhance patient comfort, reduce wait times, and improve service delivery.
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