Patient Experience Manager

Patient Relations, Customer Service Management, Patient Care

• Responsible for the budgeting and forecasting of department.
• 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 statistics of patient feedback and present the analysis to the management team.
• Analyse all patient complaints with an in-depth RCA and CAPA to improve processes on ground and reduce repetition of same complaints
• Ensure clear focus on enhanced patient interaction at various patient touch points eg. Front Desk, Console, Cash counters, OPD Nurse Stations, ER etc.
• Recommend and draw up programs deemed necessary for the improvement of 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.
• Analyse 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