Assistant Manager - Patient Welfare

Job Description

This role focuses on building a Patient-First Culture across all CARE Group hospitals. It includes improving patient and attendant experiences, handling feedback and complaints, service recoveries and supporting hospital teams, training, and implementing continuous improvement initiatives using technology, people, and processes. The role also involves coordination with the Quality and ESG teams on regulatory and audit preparedness. Key Responsibilities: Build Patient-Centric Culture Promote patient-friendly practices and empathy-led behavior across units. Champion CARE with Compassion at all touchpoints. Manage Patient Feedback (CARE assist) Monitor and ensure effective functioning of CARE assist feedback platform. Ensure timely closure of RCAs and adherence to TATs. Analyze trends to recommend improvements in SOPs and workflows. Monitor & Strengthen We Are Listening Initiative Ensure proper implementation of the We Are Listening program across all units. Regularly review execution and visibility of this initiative. Encourage proactive patient listening and response actions. Complaint Management & Escalation Monitor repeated and high-impact complaints. Timely escalate critical concerns to the corporate senior leadership team. Support service recovery actions with empathy and urgency. Service Recovery Implementation Ensure prompt and appropriate response to service failures. Monitor status and effectiveness of recovery efforts. Guide unit teams on handling sensitive issues with care. Training & On-Ground Coaching Train patient welfare teams on soft skills and technical tools. Conduct on-the-job coaching during unit visits. Unit Visits & Ground-Level Understanding Visit units regularly to observe ground realities. Identify gaps and ensure real-time process corrections. Weekly Review & Performance Tracking Conduct structured calls to monitor TATs, recovery status, and process issues. Track and improve NPS (Net Promoter Score) and PSI (Patient Satisfaction Index). Online Reputation Management (ORM) Monitor and coordinate responses to reviews on Google, Facebook, Twitter, and LinkedIn. Ensure timely and professional updates on public portals. System Improvement & SOP Alignment Propose tech upgrades and process improvements. Revisit SOPs regularly to align with evolving patient needs. Problem-Solving Framework Implement structured issue resolution: Define the problem Diagnose root cause Remedy the issue Lock improvements to sustain change NABH & Quality Coordination Update NABH-related documentation and presentations as per latest editions. Share monthly data with ESG and Quality teams. Deliver NABH and service quality training to down-the-line staff. Stakeholder Collaboration & Reporting Engage with Unit Heads, Quality Leads, Nursing, Medical, Hospitality and Operations. Prepare monthly updates and CEO review presentations. Champion Patient Advocacy Voice the needs and concerns of patients at strategic forums. Promote CARE as a benchmark for humanised healthcare. Develop and prepare Monthly MIS for review