7 Patient Experience Jobs

Our client is a leading oncology and hematology healthcare provider in India, established in 2018. With a network of specialized cancer clinics across major cities, including Mumbai, Pune, Nashik, Aurangabad, Kolhapur, Nagpur, Gujarat, and Indore, the institution is recognized for delivering advanced and compassionate cancer care. Backed by $28 million in funding and a workforce of 575 professionals, it offers services such as chemotherapy, immunotherapy, targeted therapy, genetic counseling, psycho-oncology, and medical tourism. Job Title : Center Administrator Job Location Pune Benefits Offered Medical Insurance, Ex-gratia, Additional allowances Role Summary The admin ensures that the daycare center is optimally staffed & efficiently operated. Ensure that facilities are maintained, manage and support a complement of daycare staff. He/She enables high standards for patient experience at all times. He/She intervenes in any issues that arise between staff & patients to amicably resolve the issues. Major Duties and Responsibilities A) Patient Experience Monitor housekeeping & overall center hygiene including patient waiting areas, patient treatment rooms, washrooms etc. to ensure best standards Ensure adequate employee rostering as per patient load Ensure patient waiting times are maintained as per given standards Ensure patient feedback forms are fully filled by the patients/relatives Ensure google reviews are taken for the centre as per the given target Manage phone calls from patients, vendors, colleagues and correspondence through e-mail, letters, packages etc. Ensure operation of equipment by completing maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques according to NABH Standards (if applicable). B) Employee Management Enable a positive work culture at the center Listen & appropriately respond to employee queries related to benefits, leaves, OT etc. Job Description Handhold new employees to ensure their comfort with the work culture & the job Conduct employee engagement events at the center Work in conjunction with central HR team to create a training calendar for individual employee Maintain a training MIS for the center Help the central HR team to execute the annual performance appraisal at the center C) Management Information System Share the desired information about the center to the relevant stakeholders at corporate office Ensure accuracy of shared data D) Financial Impact Ensure that all patients referred by the medical oncologist for financial counselling are properly explained about the financial charges for relevant procedures Keep proper track of patients who take financial counselling as to get them to take treatment Ensure 100% accuracy of collected cash Help the TPA desk to ensure collection of insurance money in the given TAT Support budgeting and bookkeeping procedures Submit and reconcile expense reports (petty cash, invoices) E) Miscellaneous Maintain supplies inventory by checking stock to determine inventory level; anticipating needed supplies, placing and expediting orders for supplies; verifying receipt of supplies. Cover the reception desk when required. Qualifications and Skills At least a Bachelors degree (Any specialization) At least five years in hospital/daycare operations Solid communicator Location : Shivaji Nagar, Pune Working Days : Monday to Saturday

Job Description : The Head - Service Excellence will be a pivotal leader responsible for developing, implementing, and sustaining a culture of service excellence across all six units of Sterling Hospitals in Gujarat. This role will champion patient-centricity, drive continuous improvement in patient services, and ensure a consistently positive and high-quality experience for all patients and their families. The Head - Service Excellence will work collaboratively with clinical and non-clinical leadership to embed service standards, monitor performance, and foster a patient-first mindset throughout the organization. Strategy Development and Implementation: Develop and execute a comprehensive service excellence strategy aligned with Sterling Hospitals' overall mission, vision, and values, encompassing all six hospital units. Establish clear service standards, protocols, and best practices for all patient-facing and support functions. Identify key patient experience touchpoints and develop strategies to optimize each interaction. Lead the implementation of patient feedback mechanisms (e.g., surveys, focus groups) and ensure timely analysis and action planning. Driving a Patient-Centric Culture: Champion a culture where patient needs and preferences are at the forefront of all decisions and actions. Develop and deliver training programs to enhance employee empathy, communication skills, and patient interaction techniques across all levels. Promote a collaborative and interdisciplinary approach to patient care, ensuring seamless coordination between departments. Recognize and reward individuals and teams who consistently demonstrate exceptional service behaviors. Performance Monitoring and Improvement: Establish key performance indicators (KPIs) to measure service excellence and patient satisfaction across all units. These will include, but not be limited to: Net Promoter Score (NPS) for Patient Experience: To gauge overall patient satisfaction and likelihood to recommend Sterling Hospitals. Patient Satisfaction Scores on Specific Service Dimensions: Tracking satisfaction levels related to nursing care, doctor communication, responsiveness, pain management, etc., derived from patient feedback surveys. Complaint Resolution Rate and Turnaround Time: Measuring the efficiency and effectiveness of addressing patient grievances. Average Length of Stay (ALOS) and Readmission Rates: As indicators of efficient care delivery and patient outcomes, indirectly reflecting service quality. Cleanliness and Hygiene Index : Percentage of patient-reported satisfaction scores (e.g., top box scores on cleanliness-related survey questions) and/or internal audit scores meeting or exceeding pre-defined high standards for cleanliness and hygiene across all patient care areas and facilities. This KPI will specifically monitor the consistent maintenance of a pristine and hygienic environment, a fundamental aspect of patient comfort, safety, and overall experience. Stakeholder Engagement and Collaboration: Collaborate closely with hospital leadership, medical professionals, nursing staff, and administrative teams across all six units to integrate service excellence principles into daily operations. Partner with department heads to develop unit-specific service improvement plans. Act as a liaison between patients/families and the hospital administration to address concerns and ensure timely resolution. Build strong relationships with external stakeholders, including patient advocacy groups and relevant industry bodies. Policy and Process Development: Develop and review patient-related policies and procedures to ensure they are patient-friendly and aligned with best practices. Contribute to the development of patient education materials and communication strategies. Ensure compliance with all relevant regulatory requirements related to patient care and experience. Team Leadership and Development: Potentially lead a central service excellence team and/or provide guidance and support to service champions within each hospital unit. Foster a high-performing and engaged team through effective coaching, mentoring, and performance management. Promote continuous learning and professional development opportunities for team members in the area of service excellence. Desired Profile: Bachelors degree in healthcare administration, Business Administration, or a related field. A master’s degree is preferred. Minimum of 8-10 years of progressive experience in healthcare, with a significant focus on service excellence and patient experience improvement. Proven track record of successfully developing and implementing service excellence strategies across multiple locations or large healthcare systems. Strong understanding of patient satisfaction measurement methodologies, data analysis, and performance improvement techniques. Excellent communication, interpersonal, and presentation skills, with the ability to influence and engage stakeholders at all levels. Demonstrated leadership abilities, including the ability to motivate and inspire teams. Strong problem-solving and decision-making skills. Familiarity with relevant healthcare regulations and quality standards. Experience in process improvement methodologies (e.g., Lean, Six Sigma) is an advantage

A Facility Director of Operations is a strategic leader responsible for overseeing the operational efficiency and performance of a specific geographical region or zone within an organization. Their primary objective is to align zonal operations with the overall business strategy, ensuring optimal resource utilization, cost-effectiveness, and achievement of key performance indicators (KPIs). Strategic Planning and Execution: Developing and implementing operational strategies for the zone in alignment with the overall hospital's mission and goals. Conducting market analysis to identify growth opportunities and competitive advantages. Setting performance benchmarks and KPIs for the zone and monitoring progress. Profit Centre Management Profit Margin: Profit margin for each profit centre. Revenue Growth: Revenue growth for each profit centre. Cost Control: Cost control measures implemented for each profit centre. Doctor Recruitment and Engagement Doctor Recruitment: Number of new doctors recruited. Doctor Retention: Doctor retention rate. Doctor Satisfaction: Doctor satisfaction scores. Doctor Productivity: Doctor productivity metrics (e.g., patient volume, revenue generated). Business Development: Identifying and developing new business opportunities within the zone. Building relationships with key stakeholders, including doctors, payers, and community leaders. Developing a strong network of doctors (Internal and externally) leading to growth of the business of existing clinical speciality and addition of the new clinical speciality for a sustainable business growth. Representing the hospital in the local community. Operational Excellence: Design, develop and implement the standard operating process keeping view of the industry benchmarks and establish Key Performance Indicators for the regular performance monitoring for all aspects of the business. Overseeing the day-to-day operations of multiple hospitals within the zone/ defined business geographies. Ensuring optimal utilization of resources, including manpower, equipment, and infrastructure. Implementing process improvements and streamlining operations to enhance efficiency and productivity. Managing the facility's infrastructure, maintenance, and upkeep. Responsible to drive tech-lead initiatives to improve patient experience and cost optimization and resource utilization. Doctor recruitment, engagement and retention. Financial Management: Developing and managing the zonal budget. Monitoring revenue and expenditure to ensure financial viability. Identifying cost-saving opportunities and implementing them effectively. Analyzing financial performance and providing regular reports to the management. Quality Assurance and Patient Safety: Implementing and maintaining quality standards and patient safety protocols. Conducting regular audits and inspections to ensure compliance. Analyzing patient feedback and implementing corrective actions. Regulatory Compliance: Ensuring adherence to all applicable laws, regulations, and accreditations. Managing relationships with regulatory bodies. Conducting regular compliance audits and risk assessments. Hospital and Healthcare Statutory compliance and liasoning with all relevant authorities. Human Resources Management: Overseeing recruitment, training, and development of staff across the zone. Building and leading high-performing teams. Ensuring employee engagement and satisfaction. Handling employee relations and resolving conflicts.

1. Administration- Day to day administration of the center 2. Achieve targeted Patient Satisfaction at the centre. 3. Ensure achievement of Revenue targets 4. Build, engage, and manage team 5. Keep check on Credits and outstanding (TPA, CGHS, ECHS & Corporate etc) 6. Maintenance & upkeep 7. Budgeting & cost control 8. Inventory management 9. Accounting & cash management 10. Reporting & MIS Please connect on 7496956259 or mail at neha.sharma@eyeqindia.com

Opportunity for Manager-Patient Experience for our Hospital in Mahim. Qualifications: Masters in Healthcare/ Business / Hospitality or related field or Post Graduate with relevant experience in Hospitality & Customer Experience management Experience: Minimum 10-15 years working in a Healthcare organization or Hospitality field. Job Requirement: Patient management: The ability to foster a safe, comfortable experience for all patients, as they receive the treatment they need in a controlled healthcare setting. Interpersonal communication: The ability to correspond effectively with care providers, organizational executives, patients, patient family members. Data reporting: The ability to relay useful data to executives and other company representatives, in user-friendly reports that allow them to improve operations. Technological proficiency: The ability to fully use all required pieces of technology, including any computers, tablets, phones, medical devices, and online platforms Empathy: The ability to share a patients concerns, answer patient questions, and make care providers aware of any patient hesitations to treatment. Problem-solving: The ability to identify and solve issues that patients might face in a healthcare environment. Teamwork: The ability to work alongside other members of a healthcare organization to facilitate successful patient treatment programs. Job responsibilities: 1) Provides professional leadership to design, develop, implement and oversee the patient experience improvement at our hospital 2) Creates a hospital-wide culture of relationship centered care which is supported through innovation, human centered design, and continuous quality improvement. 3) Evaluate the patient experience and Identifies and presents key issues impacting the Patient/Family experience for discussion with the Management and decision making which will include findings, barriers to success and progress toward results. 4)Ensures alignment of goals with related initiatives, and collaborates with senior leaders and stakeholders throughout the hospital to ensure that patient experience is integral to decision making 5)Provides expert knowledge of best practices related to customer experience, services improvement and problem-solving 6)Develops an annual strategic development/business plan which ensures patient-centered care and continued performance improvement and overall patient satisfaction. 7)Serves as expert resource for leadership and staff on all patient care experience initiatives. 8)Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization 9)Establish and manage patient communication programs including managing online interactions with patients 10)Generating and delivering reports on patient progress, setbacks, and overall status 11)Additional duties include, but are not limited to applicable policy updates and patient advocacy and advisory support 12)Performs other relevant duties as assigned Interested candidates can share their resumes on ankita.shetty@hindujahospital.com Regards, Ankita Shetty Executive HR P. D. Hinduja Hospital & MRC

Job Role: The Operations Senior Executive in the Radiology Department is responsible for overseeing the smooth functioning of radiology services, including workflow coordination, patient experience, equipment oversight, and interdepartmental communication. The role also includes managing TDL batch processing and coordinating with tele-radiologists to ensure timely reporting and service quality. Key Responsibilities: Department Coordination: Supervise daily operations of the radiology department, ensuring effective coordination between front-desk staff, technicians, and radiologists. Monitor patient appointments, diagnostic schedules, and resource allocation to reduce waiting time. Patient Experience & Support: Ensure a high standard of patient care and timely support throughout the diagnostic process. Address patient concerns, inquiries, and service feedback professionally. TDL Batch Management: Handle TDL (Test Description List) batch creation and submission for radiology investigations. Ensure accuracy in test mapping, coding, and daily upload to the system. Coordinate with IT and billing departments to resolve discrepancies in batch uploads. Tele-Radiologist Coordination: Manage schedules and reporting timelines with tele-radiologists . Ensure proper upload of images and clinical notes to the PACS/tele-radiology platform. Track and follow up on report turnaround time and escalate delays when needed. Scheduling & Resource Management: Coordinate diagnostic appointments (X-ray, MRI, CT, Ultrasound, etc.) to maximize utilization of equipment and staff. Ensure minimum equipment downtime through proper scheduling and preventive maintenance. Compliance & Quality Assurance: Ensure compliance with healthcare protocols, AERB guidelines, and NABH standards. Support internal audits, documentation, and quality control measures. Inventory & Equipment Oversight: Monitor inventory of consumables and raise timely requisitions. Ensure radiology machines and related equipment are maintained and serviced regularly. Reporting & Documentation: Maintain accurate records of all diagnostic procedures and departmental activities. Generate daily/weekly/monthly reports for performance and utilization analysis. Team Coordination & Training: Assist with staff schedules, leave management, and performance tracking. Support orientation and training of new team members in operational protocols. Liaison Activities: Coordinate with IT, billing, and admin teams for system-related and operational requirements. Preferred candidate profile Education: MBA in Hospital Administration

Manage day-to-day operations of Patient care in Hospital. Needs to work in coordination with teams and collaborates with other departments, patient relations, and consultants to ensure the organization exceeds the patient experience. Responsible for ensuring that high quality patient care is given Monitor patient volumes, quality of care, and performance of staff to identify areas for improvement. Prioritize in care coordination and patient engagement (associated with satisfaction and outcomes). Improve data collection methods and procedures to provide fair and accurate assessments of individual feedbacks Professionally welcome the Premier patients and offer assistance to them Coordinate the registration of patients and prepare the OP File of the patients Handle end to end patient care services and guide the patients on health care packages. If interested, please share your updated resume to khalid@starhospitals.co.in