Customer Relations Coordinator - Patient Care Services

Customer Relations Coordinator - Patient Care Services is responsible for managing patient interactions, addressing patient concerns, and ensuring a positive and seamless patient experience throughout the healthcare journey. The involves coordinating with patients, attendants, doctors, and hospital departments to provide timely support, resolve service-related issues, and maintain high standards of patient satisfaction and care.

Roles & Responsibilities:

• Coordinate with patients and attendants to ensure smooth patient care and service experience.
• Handle patient inquiries, concerns, complaints, and feedback in a professional manner.
• Assist patients with admission, discharge, appointment scheduling, and departmental coordination.
• Provide guidance regarding hospital services, procedures, facilities, and healthcare programs.
• Maintain effective communication between patients, doctors, nursing staff, and hospital departments.
• Ensure timely resolution of patient issues and escalate complex cases when required.
• Monitor patient satisfaction levels and support service improvement initiatives.
• Conduct patient rounds and collect feedback regarding healthcare services and facilities.
• Maintain accurate records of patient interactions, complaints, and resolutions.
• Support patient counseling and service coordination activities when required.
• Assist in managing VIP patients and special care requirements professionally.
• Coordinate emergency patient support and priority handling when necessary.
• Ensure proper follow-up with patients regarding appointments, reports, and service-related matters.
• Maintain confidentiality of patient information and hospital records.
• Support implementation of patient relation policies, quality standards, and service protocols.
• Coordinate with billing and administrative teams regarding patient service concerns when needed.
• Participate in patient engagement activities, awareness programs, and customer service initiatives.
• Prepare daily, weekly, and monthly reports related to patient care services and feedback.
• Ensure professional behavior, empathy, and patient-friendly communication at all times.

At Apollo Hospitals, our goal is simple yet powerful: to help people live healthier, longer lives. Since 1983, we have been providing trusted, high-quality medical care to millions of patients in India and around the world.

Our Vision

We aim to “Touch a Billion Lives” by making advanced healthcare accessible, affordable, and reliable for everyone.

Our Mission

We are committed to:

• Delivering international-standard healthcare to every individual
• Maintaining excellence in treatment, education, and research
• Serving humanity with compassion and responsibility

Who We Are

Founded by Dr. Prathap C Reddy, Apollo Hospitals is India’s first corporate hospital and one of Asia’s largest healthcare providers.

Today, we offer a complete healthcare ecosystem including:

• Hospitals and specialty centres
• Clinics and diagnostic services
• Pharmacies
• Online consultations (Apollo 24/7)
• Home healthcare services

Why Patients Trust Us

1. Experienced Doctors

• 13,000+ skilled doctors across specialties
• Experts in complex and critical treatments

2. Advanced Technology

• Robotic surgeries and modern medical equipment
• South East Asia’s first Proton Therapy Centre

3. Large Healthcare Network

• 74 hospitals across India
• Serving patients from 150+ countries

4. Proven Track Record

• Millions of successful surgeries and treatments
• High success rates in critical procedures like heart, cancer, and transplants

Our Special Strengths

Heart Care

• 25 world-class heart institutes
• Thousands of life-saving cardiac procedures

Cancer Care

• 26 comprehensive cancer centres
• Millions of patients treated with advanced therapies

Transplants & Critical Care

• 27 transplant centres
• Leaders in liver, kidney, and bone marrow transplants

Care Beyond Treatment

We believe healthcare is not just about curing illness—it’s about preventing it and supporting communities.

Our initiatives include:

• Free and subsidized care for children and underprivileged patients
• Awareness programs for heart health and cancer prevention
• Rural healthcare through community health models

A Typical Day at Apollo

Every day, we:

• Treat 24,000+ patients
• Perform 1,000+ surgeries
• Save lives through emergency care and transplants
• Help people stay healthy through preventive checkups

Our Promise to You

At Apollo Hospitals, every patient is treated with:

• Care – Personalized attention and compassion
• Quality – World-class medical standards
• Trust – Transparent and ethical practices