Guest Relations Manager

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Role Overview:

We are seeking a dedicated Guest Relations Manager to ensure exceptional patient experiences at our medical centre. This role focuses on creating a welcoming environment, managing patient interactions, and coordinating services to deliver outstanding hospitality while supporting clinical operations.

Key Responsibilities:

1. Patient Relations & Experience
• Greet and assist patients throughout their visit, ensuring comfort and satisfaction
• Handle patient inquiries, concerns, and feedback with professionalism and empathy
• Coordinate patient amenities, comfort services, and special accommodation requests
• Monitor patient waits times and communicates delays or changes effectively
• Follow up with patient’s post-visit to ensure satisfaction and gather feedback
• Maintain patient confidentiality and comply with HIPAA regulations
2. Administrative Support & Coordination
• Assist with appointment scheduling and patient check-in/check-out processes
• Coordinate with medical staff, reception, and billing departments
• Manage patient information updates and insurance verification support
• Handle phone inquiries and direct calls to appropriate departments
• Support facility tours for new patients and their families
3. Service Quality & Operations
• Monitor and report on patient satisfaction metrics and service delivery
• Identify opportunities for service improvements and enhanced patient experience
• Maintain organized patient areas and ensure cleanliness standards
• Support special events, health screenings, or community outreach programs
• Assist with inventory management for patient comfort items and amenities
• Excellent communication and interpersonal skills with diverse populations
• Strong problem-solving abilities and conflict resolution skills
• Proficiency in basic computer applications and healthcare software systems
• Knowledge of medical terminology and healthcare processes preferred
• Understanding of patient privacy regulations and confidentiality requirements

Preferred Qualifications:

• Master’s degree in hospitality Industry preferable with 6-8 years Healthcare experience
• Healthcare or medical office industry experience preferred.
• Experience with electronic health records (EHR) systems.