Patient Journey Executive

JOB DESCRIPTION: PATIENT JOURNEY EXECUTIVE

Position Details

• Designation: Patient Journey Executive
• Department: Patient Experience / Operations
• Location: Clinic / MC / IMC / Hospital
• Reporting To: Care Coordinator
• Employment Type: Full-Time

Job Purpose

To monitor and support the smooth movement of patients across the journey, ensuring timely service, proper follow-up, issue escalation, and continuity of care.

Key Responsibilities

• Monitor patient movement from registration and appointment through consultation, diagnostics, referral, hospital care, and follow-up.
• Track appointments, waiting time, pending services, referrals, investigations, medicine renewals, and missed appointments.
• Coordinate with care coordinators and facility teams to close pending patient journey activities and avoid service gaps.
• Monitor specialist referrals, hospital admissions/discharges, and post-discharge follow-ups at defined intervals.
• Review Command Centre alerts and escalate urgent, critical, or unresolved patient journey issues to the appropriate team.
• Track critical/abnormal diagnostic reports and ensure required patient contact and follow-up are completed.
• Monitor patient grievances and coordinate with the concerned team for timely resolution.
• Maintain patient journey worklists, trackers, and system records and ensure timely updating of status.
• Identify recurring journey gaps and provide feedback to Operations/Quality teams for corrective action.
• Prepare patient journey MIS and highlight pending cases, delays, escalations, and key trends to management.
• Support implementation of Patient Journey SOPs and improvement initiatives across centers.

Qualification & Experience

• Graduate in Healthcare Management, Life Sciences, Nursing, Pharmacy, or a relevant field.
• Relevant experience in healthcare operations, patient coordination, hospital, clinic, or diagnostics preferred.

Key Skills

• Patient Journey Management
• Follow-up & Case Tracking
• Healthcare Coordination
• Escalation Management
• Patient Experience
• Documentation & MIS
• Problem Solving