Associate - Patient Experience Management

Patient Experience Management is responsible for driving patient-centric initiatives, enhancing service excellence, and ensuring a seamless patient journey across all touchpoints of the hospital. The role focuses on improving patient satisfaction, managing feedback and grievances, strengthening service culture, and implementing experience enhancement programs aligned with organizational goals.

Key Responsibilities

• Lead and drive patient experience initiatives across OPD, IPD, diagnostics, emergency, and support services to enhance overall patient satisfaction.
• Monitor patient feedback, complaints, grievances, and service recovery processes to ensure timely resolution and closure.
• Analyze patient experience data, surveys, and feedback trends to identify improvement opportunities and implement corrective actions.
• Partner with clinical, nursing, operations, and support teams to improve service delivery and patient engagement.
• Develop and implement patient-centric programs, hospitality standards, and service excellence frameworks across the hospital.
• Conduct patient rounds, service audits, mystery audits, and observational studies to identify service gaps and improvement opportunities.
• Drive employee sensitization and service excellence training programs to strengthen a culture of empathy and patient-centricity.
• Monitor key patient experience metrics such as NPS, patient satisfaction scores, complaint closure TAT, and service quality indicators.
• Lead special projects focused on improving patient journey, communication, waiting times, and overall patient convenience.
• Prepare dashboards, reports, and presentations for leadership on patient experience performance and improvement initiatives.
• Collaborate with marketing, branding, nursing, and operations teams to enhance the overall patient and attendant experience.
• Manage patient escalations and high-impact service recovery situations effectively.

Key Skills & Competencies

• Strong understanding of patient experience and service excellence principles
• Excellent stakeholder and relationship management skills
• Strong analytical and data interpretation capabilities
• Experience in patient feedback management and grievance handling
• Process improvement and project management skills
• Effective communication and presentation abilities
• Customer-centric mindset with strong empathy and problem-solving skills
• Ability to influence cross-functional teams and drive change

Key Performance Indicators (KPIs)

• Patient Satisfaction Score (PSS)
• Net Promoter Score (NPS)
• Complaint Resolution TAT
• Service Recovery Effectiveness
• Reduction in Patient Escalations
• Improvement in Patient Journey Metrics
• Employee Service Excellence Compliance
• Patient Retention and Referral Indicators