Senior Manager, Patient Experience & Services

We're hiring a Manager, Patient Services at Aadicura Super Specialty Hospital, Vadodara. You will own the patient journey from first enquiry and front desk to discharge and feedback, and make exceptional service our signature.

6-8 years in patient experience, hospital front office, or customer service

Calm, empathetic, and systems-minded

Vadodara, Gujarat

Senior Manager, Patient Experience & Services

Aadicura Super Specialty Hospital | Vadodara, Gujarat | Full-time

About Aadicura

Aadicura Super Specialty Hospital, Vadodara, is an NABH-accredited hospital where patient experience is part of care itself. Every call, greeting, and follow-up shapes how patients and families remember us. We are building a service culture that matches our clinical standards, and we are looking for a senior leader to own it.

The Role

As Senior Manager, Patient Experience & Services, you will own the entire non-clinical patient journey: first inquiry, front desk, admission, billing coordination, discharge, feedback, and follow-up. You will set the service standards, lead the frontline teams, and use patient feedback to improve how the hospital runs.

Key Responsibilities

• Lead the front office, reception, helpdesk, call cente, and patient relations teams
• Design and enforce service standards, scripts, and turnaround times across the patient journey
• Own the admission and discharge experience, working with nursing, billing, insurance, and TPA desks to reduce wait times and confusion
• Handle escalated patient and family complaints, ensuring fast, empathetic resolution and a documented close-out
• Run patient feedback systems (surveys, ratings, online reviews) and convert insights into action plans
• Track and report patient satisfaction scores, complaint closure time, waiting times, and other service KPIs to senior leadership
• Hire, train, and coach frontline staff in communication, empathy, and service recovery
• Work with the marketing team on patient communication, online reputation, and review management
• Support NABH requirements on patient rights, communication, and grievance redressal in partnership with the Quality team
• Introduce SOPs, checklists, and service-recovery protocols, and keep them current
• Build a service culture where every department owns the patient experience

What We're Looking For

• 6 to 8 years of experience in patient experience, hospital operations, or front-office management, with at least 3 years leading teams
• Experience in an NABH-accredited or comparable multi-specialty hospital preferred
• Proven track record of improving patient satisfaction and handling complex complaints
• Strong command of English, Gujarati, and Hindi
• Comfortable with data, dashboards, CRM and feedback analytics
• Calm, empathetic, and decisive under pressure
• Graduate degree required; MHA, MBA (Healthcare or Hospital Management), or a hospital administration qualification is a strong plus

What We Offer

• Compensation: Competitive and commensurate with experience
• A senior role with direct access to leadership and real influence on hospital reputation

Location: Vadodara, Gujarat