Patient Relationship Officer (PRO)

Patient Relationship Officer (PRO)

We are seeking a dedicated and compassionate Patient Relationship Officer (PRO) to join our dynamic healthcare team.

This pivotal role focuses on enhancing the patient experience by serving as the primary point of contact, ensuring seamless coordination from initial contact through to ongoing care. You will be instrumental in building strong patient relationships and improving overall satisfaction.

Responsibilities include managing appointments, conducting follow-ups, maintaining accurate patient records, and resolving patient inquiries. The PRO will collaborate closely with clinical and administrative staff to guarantee a cohesive and supportive patient journey.

Required Skills

• Patient Relationship Management
• Customer Service
• Appointment Scheduling
• Healthcare CRM/EMR
• Communication Skills
• Organizational Skills
• Care Coordination
• Patient Support

Key Responsibilities

• Welcome and onboard new patients, including profile creation and orientation to available services.
• Coordinate appointment scheduling across clinicians, departments, and healthcare providers.
• Conduct post-consultation follow-ups, appointment reminders, and treatment adherence checks.
• Support accurate and timely documentation of all patient interactions within the organization’s CRM/EMR systems.
• Coordinate referrals to specialists, diagnostic services, pharmacy, and home healthcare providers where applicable.
• Manage patient membership renewals, subscriptions, and continuity of care plans.
• Respond promptly to patient enquiries and resolve concerns professionally, escalating complex cases when necessary.
• Collaborate with clinical and administrative teams to ensure a seamless patient experience.
• Monitor and contribute to departmental KPIs, including response times, follow-up completion rates, patient satisfaction (CSAT), and Net Promoter Score (NPS).
• Maintain confidentiality and ensure compliance with healthcare regulations and organizational policies.

Qualifications

• Registered Nurse (RN) qualification is strongly preferred.
• Candidates with a degree in a health-related discipline or relevant patient-facing healthcare/customer relationship experience will also be considered.
• Minimum of 3 years’ experience in patient relationship management, customer service, nursing, care coordination, or a similar healthcare role.
• Strong interpersonal and communication skills with the ability to build trust and rapport with patients and their families.
• Excellent organizational and time-management skills with strong attention to detail.
• Proficiency in CRM, EMR, or other healthcare information systems.
• Good understanding of patient care coordination processes and healthcare service standards.
• Ability to remain calm, empathetic, and professional when handling sensitive or escalated situations.