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Manipal Hospital Whitefield
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Executive - Patient Experience Management

Executive - Patient Experience Management

Manipal Hospital Whitefield

1 - 5 years

2 - 5 Lacs

Pune

Posted:4 months ago| Platform:

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Skills Required

Report generation Data analysis Quality improvement Skill development Patient Care Coordinator Service excellence Scheduling Call center management Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Manipal Hospitals is seeking a dynamic and patient-focused Executive to join our Patient Experience Management team. This pivotal role will serve as a dedicated Patient Care Coordinator , primarily overseeing operations in the OPD and extending to other patient touchpoints. The ideal candidate will possess strong team handling capabilities, a passion for elevating patient satisfaction , and a keen eye for leveraging feedback to drive improvements. Responsibilities will also include robust report generation , effective call center management to optimize patient inquiries, and focusing on conversions of leads into patient registrations. If you are committed to creating an exceptional patient journey and thrive in a collaborative environment, we encourage you to apply.

Patient Care Coordination Service Excellence:
- Act as a central Patient Care Coordinator for all patients, especially those in the OPD area, ensuring a seamless and positive experience from arrival to departure.
- Monitor and enhance all patient touchpoints to consistently improve patient satisfaction scores and overall experience.
- Proactively identify and resolve patient concerns and complaints, ensuring prompt and effective resolution.
Team Handling Supervision:
- Lead and mentor the patient service team, ensuring high performance, adherence to protocols, and continuous skill development.
- Conduct regular training sessions for staff on communication, empathy, and service recovery techniques.
- Foster a collaborative and supportive team environment focused on achieving collective goals for patient experience.
Feedback Quality Improvement:
- Implement robust mechanisms for collecting feedback from patients across various channels (surveys, direct interactions, complaints).
- Analyze patient feedback to identify trends, areas for improvement, and opportunities for service innovation.
- Initiate and support quality improvement projects based on patient insights and feedback.
- Ensure all feedback is documented, categorized, and acted upon in a timely manner.
Report Generation Data Analysis:
- Generate comprehensive report generation on key patient experience metrics, including satisfaction scores, waiting times, complaint resolution rates, and call center performance.
- Analyze data to provide actionable insights to management, identifying strengths and areas needing attention.
- Prepare and present regular performance reports to departmental heads and hospital leadership.
Call Center Management Conversions:
- Oversee the daily operations of the patient inquiry call center , ensuring efficient call handling, accurate information dissemination, and professional service.
- Develop and implement strategies to improve call center efficiency, first-call resolution, and patient engagement.
- Monitor call center metrics closely to track the effectiveness of inquiries leading to actual patient registrations and service conversions .
- Work closely with marketing and admissions teams to optimize the patient conversion funnel from initial inquiry to appointment scheduling.

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Executive - Patient Experience Management