Executive - Patient Experience Management (Regional Team)

Job Summary:

The Regional Patient Experience Manager will be responsible for driving and overseeing corporate-led patient experience initiatives across multiple hospitals in the assigned region. The role involves reviewing patient feedback, ensuring timely actions, and monitoring the implementation and effectiveness of various experience enhancement programs to deliver world-class service to patients and their families.

Roles and Responsibilities

Key Roles & Responsibilities:

1. Drive Corporate Initiatives:

   Implement and ensure adherence to corporate strategies, frameworks, and programs aimed at improving patient experience across hospitals in the region.

2. Oversee Patient Feedback Management:

   Supervise the collection, analysis, and resolution of patient feedback, complaints, and suggestions, ensuring swift and effective responses.

3. Review Patient Experience Data:

   Analyze patient feedback reports, identify trends, and collaborate with hospital leadership to develop targeted action plans for improvement.

4. Monitor Initiatives:

   Track and assess the execution of patient experience initiatives, ensuring alignment with corporate standards and goals.

5. Stakeholder Engagement:

   Partner with hospital management, nursing, and other clinical/non-clinical teams to foster a patient-centric culture.

6. Training & Development:

   Support staff training programs to enhance patient interaction skills and service quality.

7. Reporting:

   Prepare and present periodic reports on patient experience metrics, achievements, and improvement opportunities to regional and corporate leadership.

   Key Competencies

• Patient-centric mindset
• Strong leadership and team coordination skills
• Data-driven decision-making
• Excellent interpersonal and conflict-resolution skills
• Commitment to service excellence

  Work Location

• Manipal Hospital, Old Airport Road