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Job Description
Lead and manage a team of Guest Relations Officers to ensure the highest level of customer service and patient satisfaction.?Develop and implement effective strategies to enhance the overall patient experience, focusing on personalized care and MINDFULNESS.?Oversee the GRO teams daily operations, including coordinating shifts, managing schedules, and assigning tasks to ensure seamless coverage and service excellence.?Train and onboard new GRO team members, providing them with the necessary skills and knowledge to deliver exceptional hospitality services.?Collaborate closely with medical staff, nurses, and administrative teams to understand patient needs and preferences, and integrate these insights into the GRO service approach.?Handle escalated patient concerns or complaints with professionalism, empathy, and efficiency, finding suitable resolutions and maintaining a positive rapport.?Monitor and assess GRO performance through regular evaluations, providing feedback, conducting performance reviews, and identifying areas for improvement.?Maintain a welcoming and organized GRO desk area, ensuring its well-stocked with relevant information, and resources for patients and visitors.?Stay updated on hospital services, facilities, and events to provide accurate and up-to-date information to patients, families, and visitors.?Implement and uphold hospital policies and procedures related to patient privacy, security, and confidentiality.?Collaborate with other hospital departments to ensure a seamless and integrated patient experience throughout their stay.?Analyze patient feedback and satisfaction surveys to identify trends, gather insights, and propose improvements to elevate the patient experience.
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