Hospital Care Concierge

### Key Roles & Responsibilities

*1. Patient & Attendant Relationship Management*

- Welcome and introduce Athithya services to admitted patients and attendants.

- Conduct regular patient room visits and identify non-clinical service needs.

- Maintain professional, empathetic and courteous communication.

- Guide patients and attendants to the appropriate hospital departments.

*2. Patient Service Coordination*

- Coordinate housekeeping, maintenance and other hospital support requests.

- Communicate nursing-related requests to authorized nursing personnel.

- Facilitate patient queries relating to insurance, billing and discharge coordination.

- Follow up with responsible departments until service requests are resolved.

*3. Complaint & Escalation Management*

- Capture patient concerns and service requests in the Athithya software.

- Track pending requests and response times.

- Escalate delayed or unresolved concerns according to the hospital escalation matrix.

- Confirm resolution with patients and attendants.

- Escalate urgent clinical concerns immediately to qualified hospital staff.

*4. Digital Documentation & Reporting*

- Update service requests, status and closure details in the Athithya application.

- Maintain daily patient-interaction and pending-request reports.

- Record patient feedback and communicate recurring concerns to supervisors.

- Support daily patient experience reviews.

*5. Patient Experience Improvement*

- Identify opportunities to improve patient comfort and service quality.

- Coordinate with nursing, housekeeping, maintenance, billing and insurance departments.

- Maintain patient confidentiality and follow hospital policies.

- Support the hospital in creating a positive and respectful patient experience.

### Eligibility Criteria

- MHA / BHA / BHM graduates or other graduates with relevant hospital experience.

- Freshers with strong communication skills are welcome.

- Experienced hospital receptionists, front-office executives, guest relations executives and patient coordinators are encouraged to apply.

- Good communication skills in Kannada and English; Hindi is an advantage.

- Basic computer and digital application knowledge.

- Strong interpersonal skills, problem-solving ability and a patient-centric attitude.

- Willingness to work in hospital shifts, including weekends as per roster.

### Preferred Competencies

- Empathy and service orientation

- Professional grooming and presentation

- Department coordination

- Complaint handling and escalation

- Time management

- Accurate documentation

- Teamwork and accountability

### Training Provided

Selected candidates will undergo a structured seven-day induction covering hospital workflow, patient interaction, professional communication, service coordination, escalation management, Athithya software, reporting and practical simulations.