Patient Experience Head

The Patient Experience Head at Manipal Hospitals will be responsible for leading the development and implementation of patient experience strategies to enhance the overall satisfaction of patients across our healthcare facilities. This role requires a deep understanding of patient needs and expectations, as well as the ability to create initiatives that improve the quality of care and service provided to patients. The Patient Experience Head will work closely with clinical and non-clinical teams to ensure that patient-centered care is at the forefront of all operations.
Key Responsibilities: Tools Required: - Familiarity with patient feedback tools and survey platforms, such as Press Ganey or similar. - Proficiency in data analysis tools and software to track patient satisfaction metrics. - Knowledge of Hospital Information Systems (HIS) and Electronic Health Records (EHR) systems. - Experience with customer relationship management (CRM) software. - Utilization of project management tools to oversee patient experience initiatives effectively.

- Develop and oversee the patient experience strategy for the hospital, aligning it with the overall vision and mission of Manipal Hospitals.
- Conduct regular assessments of patient satisfaction levels through surveys, feedback, and focus groups, and analyze the collected data to identify areas for improvement. - Collaborate with clinical and administrative teams to design and implement programs and processes that enhance patient care and service delivery. - Lead initiatives aimed at training staff on patient interaction and service excellence, promoting a culture of empathy and respect. - Establish and monitor key performance indicators (KPIs) related to patient experience and drive continuous improvement initiatives based on data insights. - Serve as the primary liaison for patient feedback, concerns, and suggestions, ensuring that all issues are addressed promptly and effectively. - Engage with community stakeholders, patients, and families to gather insights and feedback that inform patient experience strategies. - Stay updated on best practices in patient experience management and healthcare service excellence. Skills Required: - Strong leadership skills with the ability to inspire and motivate teams. - Excellent communication and interpersonal skills, with a focus on patient engagement and relationship building. - Analytical mindset with the ability to interpret data and make informed decisions. - Proven experience in healthcare management, particularly in roles focused on patient experience or quality improvement. - Ability to work collaboratively across multiple departments and functions within a healthcare setting. - Problem-solving skills with a proactive approach to addressing challenges related to patient care.