Sr. Executive - Patient Experience Management

The key responsibilities involve enhancing patient experience and operational efficiency. This includes analyzing patient feedback and complaints, implementing corrective actions, improving patient interactions, and optimizing processes. Additionally, the role focuses on reducing turnaround time and fostering a patient-centric culture. By effectively managing resources and motivating the team, the goal is to achieve organizational objectives and deliver excellent patient care.

• Identifying and driving process improvements to ensure excellence in patient experience, timely delivery of services, optimum productivity, and effective management of resource
• Monitor and collate patient feedback statistics and present the analysis to the management team.
• Analyze all patient complaints with an in-depth RCA and CAPA to improve processes on the ground and reduce the repetition of the same complaints
• Ensure a clear focus on enhanced patient interaction at various patient touch points, e.g., the Front Desk, Console, Cash counters, OPD Nurse Stations, and the ER.
• Recommend and develop programs deemed necessary to improve quality patient care through various trainings and QIP initiatives.
• Ensure all team members follow the Brand Standards of the department
• Coordinate with concerned teams to ensure turnaround time for reports is communicated well to all patients and TAT is maintained.
• Analyze the possible loopholes in the system and help in devising remedial measures.
• To ensure constant reinforcement of service standards defined.
• To facilitate a culture of “patient centricity“ across all departments of the hospital.
• To motivate the team members to achieve the overall objectives of the organization