Public Relation Manager-Hospital Background

Relationship Manager-Hospital BackgroundRole SummaryThe Relationship Manager is responsible for managing the patient relationship function, ensuring a positive patient experience, supporting counselling and treatment conversion, leading front-office operations, developing the relationship management team, and contributing to the centre's business and revenue objectives.Key Responsibilities1. Customer Experience & SatisfactionManage the overall patient experience from initial enquiry through treatment and follow-up.Build strong and professional relationships with patients and attendants.Monitor patient feedback and concerns and ensure timely resolution.Identify recurring service issues and coordinate with relevant teams for improvement.Ensure service standards are consistently maintained across the patient-facing function.2. Counselling & ConversionManage and monitor counselling activities for prospective and existing patients.Ensure patients receive clear, accurate, and approved information about the centre's services and treatment process.Monitor enquiries, consultations, counselling outcomes, and treatment conversions.Develop effective follow-up practices to improve patient engagement and conversion.Address non-clinical concerns or barriers affecting treatment decisions and escalate clinical matters to the appropriate medical professional.3. Treatment Conversion ManagementMaintain visibility of the patient conversion pipeline and monitor cases at different stages of the treatment journey.Review pending and inactive cases and ensure appropriate follow-up is completed.Analyse conversion performance and identify gaps or trends affecting treatment initiation.Coordinate with clinical and operational teams to resolve non-clinical issues affecting treatment progression.Prepare conversion-related reports and provide relevant insights to management.4. Front Office LeadershipOversee the day-to-day operations of the front-office and relationship management function.Ensure efficient appointment handling, patient flow, registration, documentation, and coordination.Allocate responsibilities and monitor staff performance.Ensure adherence to approved SOPs, service standards, and escalation procedures.Handle escalated patient concerns and coordinate appropriate resolution.5. Team Training & DevelopmentIdentify training needs within the front-office and relationship management team.Provide coaching and guidance on communication, patient handling, counselling, follow-up, and service standards.Monitor individual and team performance against assigned KPIs.Provide regular feedback and support performance improvement.Support onboarding and role-specific development of new team members.6. Business Growth & Revenue SupportSupport the centre's business objectives through effective patient relationship management and conversion activities.Monitor relevant business indicators, including enquiries, consultations, conversions, and patient retention.Identify opportunities to improve patient engagement and service-related conversion.Support achievement of assigned business, conversion, or revenue targets, where applicable.Provide management with relevant observations and recommendations based on patient and conversion trends.Reporting & ComplianceMaintain accurate and timely reports on patient experience, counselling, conversion, team performance, and business activities.Ensure patient records and related documentation are maintained appropriately.Maintain strict confidentiality of patient, medical, financial, and personal information.Follow clinic policies, SOPs, ethical standards, and authorized communication protocols.Ensure medical questions and treatment-related decisions are referred to qualified clinical personnel.RequirementsBachelor's degree in any discipline. Healthcare/Hospital Management, Business Administration, or a related field is preferred.3–5 years of relevant experience, preferably in healthcare, hospital, IVF/fertility, customer relationship management, or a similar service environment.Experience in patient counselling, customer relationship management, front-office operations, sales, or conversion management preferred.Strong communication, interpersonal, counselling, and negotiation skills.Proven ability to lead and develop a team.Ability to work with targets and performance metrics.Strong follow-up, problem-solving, and decision-making skills.Good reporting and documentation skills with proficiency in MS Office/Google Workspace.Ability to handle sensitive patient interactions with empathy, professionalism, and confidentiality.Key CompetenciesCustomer & Patient Relationship ManagementCounselling & ConversionFront Office LeadershipTeam Leadership & DevelopmentCommunication & Interpersonal SkillsTarget & Performance ManagementBusiness & Revenue OrientationProblem SolvingPatient-Centric ServiceConfidentiality & Professional Ethics