{"@context":"https://schema.org","@type":"JobPosting","title":"Lead - Patient Experience","description":"

Key Responsibilities

Patient Experience Management

Design and implement patient experience strategies across OPD, IPD, emergency, and diagnostic services.
Monitor patient satisfaction scores and identify improvement opportunities.
Conduct patient rounds and collect real-time feedback.
Ensure smooth coordination between departments for patient care delivery.

Complaint & Grievance Handling

Manage and resolve patient complaints within defined TATs.
Investigate service issues and implement corrective actions.
Maintain grievance records and prepare escalation reports.

Process Improvement

Analyze patient journey bottlenecks and recommend workflow improvements.
Coordinate with quality and operations teams for continuous improvement initiatives.
Support accreditation requirements related to patient rights and satisfaction.

Data & Reporting

Track KPIs such as:

Patient Satisfaction Score (PSS)
Net Promoter Score (NPS)

Prepare reports and dashboards.

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