Senior Patient and Guest Relations Officer

Date: 16 Jul 2026

Company: The View Hospital

Location: QA

Senior Patient and Guest Relations Officer

Job Summary

The Senior Patient and Guest Relations Officer is responsible for leading the delivery of exceptional customer service and patient-centered care by acting as the primary liaison between patients, families, guests, and the healthcare facility. This role ensures a positive experience for all visitors by managing inquiries, addressing concerns, resolving complaints, and promoting a welcoming environment. As a senior member of the team, this role also supports the training and mentoring of junior officers and assists in implementing patient satisfaction and service excellence initiatives.

Job Responsibilities 1

• Serves as a primary point of contact for patients, families, and visitors seeking information, assistance, or support.
• Assists patients throughout their care journey, including registration, admission, discharge, and follow-up services.
• Provides clear and empathetic communication regarding hospital services, schedules, and procedures.
• Facilitates access to amenities and non-clinical services, such as parking, interpreters, accommodation, and transportation.
• Handles patient and visitor complaints and grievances professionally and confidentially, ensuring timely resolution.
• Escalates unresolved or complex issues to the appropriate department or manager as needed.

Job Responsibilities 2

• Provides day-to-day guidance, mentoring, and support to junior Patient Relations Officers.
• Assists the department manager in coordinating team schedules, briefings, and performance feedback.
• Participates in the onboarding and training of new staff to ensure consistency in service delivery.
• Supports the implementation of service excellence programs and staff recognition initiatives.
• Collects and analyzes patient satisfaction data and feedback to identify areas for improvement.
• Supports hospital-wide initiatives to improve the patient’s experience and promote a culture of empathy, respect, and compassion.
• Collaborates with nursing, administrative, and clinical departments to address systemic service challenges.
• Participates in hospital rounds and patient visits to proactively assess needs and gather feedback.

Job Knowledge & Skills

• Strong interpersonal and communication skills, with the ability to engage effectively with individuals from diverse backgrounds.
• Demonstrated conflict resolution and problem-solving skills.
• High level of emotional intelligence, empathy, and cultural sensitivity.
• Professional appearance and demeanor suitable for patient-facing responsibilities.
• Proficient in Microsoft Office Suite and hospital information systems (HIS).
• Ability to handle confidential information with discretion and integrity.
• Excellent time management and organizational skills.

Job Experience

• Minimum of 4–6 years of experience in a customer service or patient relations role within a healthcare setting.
• Agility
• AI Fluency
• Healthcare Operations and Workflow L2
• Leadership
• Patient Communication and Education L2
• Patient Experience Management L2
• Quality
• Quality Assurance and Compliance L2
• Resilience

Education

Bachelor's Degree in Hospitality or Communication