Patient Experience Executive

Role & responsibilities

1] Patient Journey Management- Ensure a seamless journey from consultation to treatment and follow up.

Act as a single point of contact for the patients, providing continuous support and handholding throughout their treatment journey.

.Monitor patient interactions and maintain accurate records in CRM systems.

2] Patient Communication & Follow-up - Connect with patients through calls to understand their experience, address concerns, and provide timely guidance.

. Conduct scheduled follow-ups, medication reminders, renewal reminders, and feedback calls.

• Share relevant information and educate patients on treatment adherence and next steps.

3] Query Resolution & Cross-functional Collaboration - Coordinate with medical, operations, pharmacy, and support teams to ensure timely resolution of patient concerns. •

.Escalate critical issues appropriately and ensure closure within defined timelines.

. Facilitate smooth communication between patients and internal stakeholders.

4] Patient Engagement & Experience Enhancement - Drive initiatives to improve patient satisfaction and retention.

. Collect and analyze patient feedback to identify opportunities for service improvement.

. Ensure every patient interaction reflects empathy, professionalism, and care.

5] Renewals & Treatment Continuity - Proactively engage with patients to ensure continuity of treatment through timely medicine refills and renewals. •

.Connect with patients before their medication completion date and educate them on the importance of uninterrupted treatment. •Coordinate with internal teams to facilitate smooth renewal and order processing.

.Track renewal opportunities and follow up regularly to improve patient retention and adherence to treatment plans.

.Maintain accurate records of renewal conversations and outcomes in the CRM system

6] Data Management & Reporting - Maintain accurate patient data and interaction logs in CRM systems.

.Prepare reports and track key patient experience metrics.

.Use Google Sheets and MS Excel for data management, analysis, and reporting.

7] Process Improvement- Continuously review existing workflows and suggest improvements to enhance the patient experience.

.Support the implementation of SOPs and best practices for patient engagement