16 Patient Experience Jobs

As a Center Manager at Eye Mantra Hospital in Ghaziabad, you will play a crucial role in overseeing the daily operations to ensure efficient clinical and administrative workflows, exceptional patient service, and compliance with medical standards. Your leadership, strategic thinking, and commitment to quality eye care will be essential in this role. Your key responsibilities will include operational management, where you will oversee daily hospital operations, supervise various departments such as front office, OPD, IPD, pharmacy, diagnostics, and optical services. You will also be responsible for coordinating with medical staff to maintain high-quality patient care and ensuring proper maintenance of medical equipment. In terms of staff supervision and HR, you will conduct performance reviews, manage team schedules, and create a positive and collaborative work environment. Monitoring patient flow, reducing wait times, and addressing patient feedback and concerns with empathy will be crucial for enhancing patient experience and quality. Managing budgets, billing, and expense controls, tracking revenue, maintaining inventory of medical and optical supplies, and ensuring financial targets are met will fall under your responsibilities in finance and inventory management. You will also need to ensure compliance with healthcare regulations and protocols, maintain accurate medical and administrative records, and provide regular reports to senior management. To qualify for this position, you should have a Bachelor's degree in Hospital/Healthcare Management (Masters preferred) and at least 3 years of hospital or clinic management experience, preferably in ophthalmology. Excellent leadership, communication, and organizational skills are essential for success in this role. If you are a highly organized, proactive, and compassionate individual with a deep commitment to quality eye care, we encourage you to send your CV to tamanna@m.mantra.care to apply for the Center Manager position at Eye Mantra Hospital.,

We are seeking a dynamic and results-driven Centre Manager to lead Sales operations at Pravaayu Speciality Clinic. The ideal candidate will be responsible for driving revenue, enhancing patient experience, and ensuring smooth day-to-day operations. This role focuses on converting consultations into treatments, promoting referrals, and fostering long-term patient relationships. Key Responsibilities: Revenue Growth : Develop and implement strategies to drive revenue and increase the clinics profitability. Convert patients post-doctor consultation into active treatment plans. Patient Conversion : Work closely with doctors and therapists to educate patients on treatment benefits, ensuring a smooth transition from consultation to therapy. Patient Experience : Oversee and enhance the patient journey from initial inquiry to post-treatment follow-up. Ensure a welcoming and supportive environment for all patients. Referral Program : Proactively drive the clinic's referral program by engaging satisfied patients and offering incentives for referrals. Operations Management: Manage the clinics daily operations, including scheduling appointments, coordinating with staff, and maintaining high standards of service delivery. Team Leadership : Lead and motivate the clinics staff, ensuring all team members are aligned with the clinics goals and delivering exceptional service. Customer Retention : Foster long-term relationships with patients by ensuring regular communication, follow-up on treatment progress, and addressing any concerns promptly. Reporting & Analytics : Track and analyze key performance indicators (KPIs), providing regular reports to senior management on revenue, patient satisfaction, and operational efficiency. Qualifications : Bachelor's degree in Healthcare Management, Business, or a related field. Prior Experience in B2C Sales, revenue generation, leads conversion, referral program, patient experience, customer retention as well. Proven experience in healthcare, wellness, or clinic management. Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to drive sales, patient conversions, and implement growth strategies. Customer-focused with a strong understanding of patient needs and experience.

As the Hospital Operations Manager, you will be responsible for overseeing the daily operations of all clinical and non-clinical departments. Your role will involve monitoring patient flow, admission/discharge processes, and waiting times to ensure efficient operations. You will also be in charge of ensuring the availability of medicines, consumables, and equipment necessary for providing quality patient care. In terms of Patient Experience, you will be required to supervise the front desk, admissions, billing, and customer service teams. It will be your responsibility to address and resolve patient grievances promptly, while also ensuring that high-quality and compassionate patient care is maintained across all touchpoints within the hospital. Your duties will also include Team Management, where you will need to recruit, train, and supervise administrative and support staff. Conducting regular performance reviews, implementing training programs, and fostering a positive and accountable work environment will be crucial aspects of this role. Compliance & Quality are essential areas that you will oversee, ensuring adherence to NABH/JCI or other regulatory standards. Maintaining accurate documentation, audits, and implementing standard operating procedures (SOPs) will be part of your responsibilities. Monitoring safety, hygiene, and infection control protocols will also be key tasks. Vendor & Inventory Management will be another aspect of your role, involving liaising with vendors, contractors, and service providers. You will oversee procurement, inventory management, and cost control to ensure efficient and cost-effective operations. Reporting & Budgeting will be essential, as you will need to prepare regular operational and financial reports. Monitoring departmental budgets and optimizing resource allocation will be critical to the financial health of the hospital. Process Improvement will also be a key focus, where you will need to identify and implement process improvements for operational efficiency. Leveraging technology for automation and enhancing the patient experience will be important for staying competitive in the healthcare industry. This is a full-time position that requires in-person work at the specified location.,

The Chief Operating Officer (COO) for a healthcare organization is responsible for overseeing the day-to-day operations of the facility or healthcare system. This senior executive role ensures that the organization runs efficiently, maintains high standards of patient care, and meets financial and operational goals. The COO will work closely with the CEO, clinical leadership, and other departments to develop and implement strategies that enhance patient outcomes, operational performance, and overall organizational growth. Key Responsibilities Operational Leadership - Oversee the operational management of healthcare services, ensuring that all departments are functioning efficiently and effectively. - Develop and implement operational strategies that align with the organization's mission, vision, and goals. - Ensure optimal patient care delivery by managing clinical and non-clinical services, including inpatient, outpatient, and emergency services. - Collaborate with clinical leadership to ensure the integration of patient care with organizational operations. Strategic Planning And Execution - Partner with the CEO and executive team to formulate and implement long-term strategic plans for the organizations growth and improvement. - Drive initiatives that enhance operational effectiveness, reduce costs, and improve the patient experience. - Monitor healthcare trends, regulatory changes, and emerging technologies to position the organization for success in a rapidly evolving healthcare landscape. Financial Management - Oversee the development and execution of annual budgets, ensuring financial sustainability while maintaining high-quality patient care. - Monitor financial performance, identify areas for improvement, and recommend corrective actions. - Ensure that operational initiatives are financially viable, cost-effective, and aligned with the organization's financial goals. Quality Improvement And Compliance - Establish and maintain performance metrics to monitor the effectiveness and efficiency of healthcare delivery. - Implement and oversee quality improvement initiatives to enhance patient safety, care outcomes, and satisfaction. - Ensure compliance with healthcare regulations, accreditation standards, and quality guidelines. - Manage risk management and patient safety initiatives, working to mitigate potential operational risks. Leadership And Team Management - Lead and manage senior operational leaders and department heads, ensuring alignment with organizational goals and performance expectations. - Foster a culture of collaboration, accountability, and excellence across all teams. - Oversee staff development, including training, recruitment, retention, and performance management. - Provide leadership during crises, ensuring the organization adapts to changing circumstances, such as public health emergencies or financial challenges. Patient Experience And Satisfaction - Monitor patient satisfaction levels and work closely with clinical teams to enhance patient experience. - Ensure that patient-centered care is consistently prioritized, creating a positive environment for patients, families, and staff. - Collaborate with the marketing and public relations teams to promote the organization's services and community engagement. Collaboration And Stakeholder Engagement - Cultivate strong relationships with internal stakeholders, including physicians, nurses, administrators, and support staff, to promote a unified organizational approach to patient care. - Represent the organization in interactions with external stakeholders, such as regulatory bodies, insurance providers, and community organizations. - Work with physician leaders and clinical departments to ensure smooth integration of services and maintain strong relationships with medical staff.,

Role Summary: As a National PCM , you will be the torch bearer of operational excellence, patient care standards, and team grooming across all Dr Batra's clinics nationwide. This leadership role calls for a dynamic professional who can champion patient experience, build and mentor PCM teams, uphold brand etiquette, track operational performance, and ensure streamlined clinic functionality all while setting benchmarks in communication, discipline, and professionalism. Key Responsibilities: Training & Development: Design and conduct PCM onboarding and refresher training programs. Standardize and implement patient interaction protocols, dress codes, and front-desk etiquette across clinics. Organize periodic workshops on communication skills, grooming, conflict resolution, and clinic SOPs. Mentor and upskill PCM teams to meet patient care and service standards. Clinic Operations Oversight: Monitor and audit clinic functioning to ensure adherence to company protocols. Work closely with clinic teams to maintain hygiene, upkeep, and patient-friendly environments. Ensure compliance with all clinical and operational policies at the national level. Patient Experience & Relationship Management: Set high standards for patient counseling, query handling, and grievance redressal. Design patient satisfaction trackers and feedback loops for continuous improvement. Team Management & Leadership: Oversee PCM performance across regions; identify high performers and training needs. Guide PCMs in handling PSEs and Therapists effectively. Promote discipline, ownership, and professionalism within the clinic teams. Business Operations & Revenue Monitoring: Monitor and track clinic-level revenue generation with inputs from the business analytics team. Identify gaps and suggest strategic inputs to improve performance. Coordinate with Regional Managers to ensure alignment with targets. Key Skills Required: Fluent & Polished Communication especially in English, both verbal and written Leadership & Team Building Active Listening & Patient-Centric Thinking Professional Grooming & Presentation Training & Mentoring Skills Assertive, Calm & Solution-Oriented Approach Multi-tasking with Operational Discipline Strong Analytical Acumen for Business Tracking Qualification & Experience: - Healthcare Experience Preferred Minimum Education: Graduate (Masters Degree preferred) Experience: 8+ years in clinic/hospital operations or service excellence roles, with at least 2 years in a leadership/training role Language: Must have excellent command over English Willingness to travel to clinics across the country (minimum 15 days a month)

Regul Solutions is a leading service provider delivering comprehensive solutions to the Healthcare and IT sectors across India. We specialize in end-to-end operational management, analytics, and process optimization. Our goal is to drive efficiency, innovation, and growth for our partner organizations. The Chief Operating Officer (COO) for a healthcare organization is responsible for overseeing the day-to-day operations of the facility or healthcare system. This senior executive role ensures that the organization runs efficiently, maintains high standards of patient care, and meets financial and operational goals. The COO will work closely with the CEO, clinical leadership, and other departments to develop and implement strategies that enhance patient outcomes, operational performance, and overall organizational growth. Key Responsibilities Operational Leadership - Oversee the operational management of healthcare services, ensuring that all departments are functioning efficiently and effectively. - Develop and implement operational strategies that align with the organization's mission, vision, and goals. - Ensure optimal patient care delivery by managing clinical and non-clinical services, including inpatient, outpatient, and emergency services. - Collaborate with clinical leadership to ensure the integration of patient care with organizational operations. Strategic Planning And Execution - Partner with the CEO and executive team to formulate and implement long-term strategic plans for the organizations growth and improvement. - Drive initiatives that enhance operational effectiveness, reduce costs, and improve the patient experience. - Monitor healthcare trends, regulatory changes, and emerging technologies to position the organization for success in a rapidly evolving healthcare landscape. Financial Management - Oversee the development and execution of annual budgets, ensuring financial sustainability while maintaining high-quality patient care. - Monitor financial performance, identify areas for improvement, and recommend corrective actions. - Ensure that operational initiatives are financially viable, cost-effective, and aligned with the organizations financial goals. Quality Improvement And Compliance - Establish and maintain performance metrics to monitor the effectiveness and efficiency of healthcare delivery. - Implement and oversee quality improvement initiatives to enhance patient safety, care outcomes, and satisfaction. - Ensure compliance with healthcare regulations, accreditation standards, and quality guidelines. - Manage risk management and patient safety initiatives, working to mitigate potential operational risks. Leadership And Team Management - Lead and manage senior operational leaders and department heads, ensuring alignment with organizational goals and performance expectations. - Foster a culture of collaboration, accountability, and excellence across all teams. - Oversee staff development, including training, recruitment, retention, and performance management. - Provide leadership during crises, ensuring the organization adapts to changing circumstances, such as public health emergencies or financial challenges. Patient Experience And Satisfaction - Monitor patient satisfaction levels and work closely with clinical teams to enhance patient experience. - Ensure that patient-centered care is consistently prioritized, creating a positive environment for patients, families, and staff. - Collaborate with the marketing and public relations teams to promote the organizations services and community engagement. Collaboration And Stakeholder Engagement - Cultivate strong relationships with internal stakeholders, including physicians, nurses, administrators, and support staff, to promote a unified organizational approach to patient care. - Represent the organization in interactions with external stakeholders, such as regulatory bodies, insurance providers, and community organizations. - Work with physician leaders and clinical departments to ensure smooth integration of services and maintain strong relationships with medical staff. Qualifications Education: - Bachelors degree in healthcare administration, business administration, or a related field (required). - Masters degree in healthcare administration (MHA), business administration (MBA), or a related field (preferred). Experience - At least 10-15 years of progressive leadership experience in healthcare operations, with a proven track record of success in a senior management role. - Strong background in managing large, complex healthcare facilities or systems, including hospitals, outpatient services, and healthcare networks. - In-depth knowledge of healthcare regulations, compliance, quality improvement, and patient safety standards. Skills - Strong operational and strategic leadership skills, with the ability to develop and execute large-scale organizational strategies. - Financial acumen, with experience managing budgets, financial performance, and cost-reduction initiatives. - Expertise in healthcare industry standards, trends, and best practices. - Excellent communication, negotiation, and interpersonal skills for dealing with a diverse range of stakeholders. - Ability to lead change, implement innovation, and drive improvement in healthcare delivery systems.,

Role & responsibilities The Assistant General Manager Hospital Operations will be responsible for overseeing and coordinating the day-to-day non-clinical operations across various service departments. The incumbent will ensure a seamless patient journey by enhancing patient experience and maintaining high operational standards in the hospital. The role requires strong leadership, process orientation, and the ability to manage multidisciplinary teams. Preferred candidate profile Key Responsibilities Patient Experience & Front Office Management Ensure smooth functioning of reception, OPD registration, helpdesk, and enquiry counters. Monitor and enhance patient satisfaction by establishing SOPs and service standards. Handle patient feedback and grievance redressal with appropriate escalation protocols. Train front office staff in soft skills, communication, and service delivery. Oversee efficient bed allocation, patient movement, and admission/discharge processes. Coordinate with nursing, billing, and clinical teams for timely and accurate patient services. Monitor turnaround time for admissions and discharge, ensuring minimal delays. Liaise with the Engineering and Maintenance teams for upkeep of hospital infrastructure. Ensure preventive and corrective maintenance activities are scheduled and executed on time. Maintain compliance with safety, statutory and NABH/JCI-related infrastructure standards. Supervise and ensure cleanliness and hygiene standards are maintained hospital-wide. Coordinate with the infection control team for implementation of protocols and audits. Optimize housekeeping manpower and material utilization through effective planning. Ensure timely and hygienic food service delivery to patients, attendants, and staff. Monitor kitchen operations and food quality, maintaining FSSAI norms and dietary compliance. Coordinate with the Dietetics team for patient meal planning and customization. General Administration Lead and guide departmental teams through regular reviews and performance metrics. Prepare and manage departmental budgets, vendor negotiations, and service contracts. Drive cost optimization and operational efficiency without compromising patient care. Ensure smooth coordination between internal departments and outsourced service providers. Key Skills & Competencies Strong leadership and team management skills Excellent communication, interpersonal, and problem-solving abilities Service-oriented mindset with a focus on patient-centric care In-depth knowledge of hospital operations and administrative protocols Familiarity with NABH/JCI accreditation standards Ability to manage multiple departments and priorities simultaneously Eligibility Criteria Minimum 12 years of experience in hospital operations with at least 4 years in a leadership role Proven experience in managing multi-disciplinary support functions in a medium to large-sized hospital Preferred Industry Super-specialty / Multi-specialty Hospitals Healthcare Chains or Tertiary Care Hospitals

Job Title: Chief Operating Officer (COO) Healthcare Department: Executive Leadership Reports To: Chief Executive Officer (CEO) Location: Hyderabad city Employment Type: Full-Time Job Overview The Chief Operating Officer (COO) for a healthcare organization is responsible for overseeing the day-to-day operations of the facility or healthcare system. This senior executive role ensures that the organization runs efficiently, maintains high standards of patient care, and meets financial and operational goals. The COO will work closely with the CEO, clinical leadership, and other departments to develop and implement strategies that enhance patient outcomes, operational performance, and overall organizational growth. Key Responsibilities Operational Leadership: Oversee the operational management of healthcare services, ensuring that all departments are functioning efficiently and effectively. Develop and implement operational strategies that align with the organization's mission, vision, and goals. Ensure optimal patient care delivery by managing clinical and non-clinical services, including inpatient, outpatient, and emergency services. Collaborate with clinical leadership to ensure the integration of patient care with organizational operations. Strategic Planning And Execution Partner with the CEO and executive team to formulate and implement long-term strategic plans for the organizations growth and improvement. Drive initiatives that enhance operational effectiveness, reduce costs, and improve the patient experience. Monitor healthcare trends, regulatory changes, and emerging technologies to position the organization for success in a rapidly evolving healthcare landscape. Financial Management Oversee the development and execution of annual budgets, ensuring financial sustainability while maintaining high-quality patient care. Monitor financial performance, identify areas for improvement, and recommend corrective actions. Ensure that operational initiatives are financially viable, cost-effective, and aligned with the organizations financial goals. Quality Improvement And Compliance Establish and maintain performance metrics to monitor the effectiveness and efficiency of healthcare delivery. Implement and oversee quality improvement initiatives to enhance patient safety, care outcomes, and satisfaction. Ensure compliance with healthcare regulations, accreditation standards, and quality guidelines. Manage risk management and patient safety initiatives, working to mitigate potential operational risks. Leadership And Team Management Lead and manage senior operational leaders and department heads, ensuring alignment with organizational goals and performance expectations. Foster a culture of collaboration, accountability, and excellence across all teams. Oversee staff development, including training, recruitment, retention, and performance management. Provide leadership during crises, ensuring the organization adapts to changing circumstances, such as public health emergencies or financial challenges. Patient Experience And Satisfaction Monitor patient satisfaction levels and work closely with clinical teams to enhance patient experience. Ensure that patient-centered care is consistently prioritized, creating a positive environment for patients, families, and staff. Collaborate with the marketing and public relations teams to promote the organizations services and community engagement. Collaboration And Stakeholder Engagement Cultivate strong relationships with internal stakeholders, including physicians, nurses, administrators, and support staff, to promote a unified organizational approach to patient care. Represent the organization in interactions with external stakeholders, such as regulatory bodies, insurance providers, and community organizations. Work with physician leaders and clinical departments to ensure smooth integration of services and maintain strong relationships with medical staff. Qualifications Education: Bachelors degree in healthcare administration, business administration, or a related field (required). Masters degree in healthcare administration (MHA), business administration (MBA), or a related field (preferred). Experience At least 10-15 years of progressive leadership experience in healthcare operations, with a proven track record of success in a senior management role. Strong background in managing large, complex healthcare facilities or systems, including hospitals, outpatient services, and healthcare networks. In-depth knowledge of healthcare regulations, compliance, quality improvement, and patient safety standards. Skills Strong operational and strategic leadership skills, with the ability to develop and execute large-scale organizational strategies. Financial acumen, with experience managing budgets, financial performance, and cost-reduction initiatives. Expertise in healthcare industry standards, trends, and best practices. Excellent communication, negotiation, and interpersonal skills for dealing with a diverse range of stakeholders. Ability to lead change, implement innovation, and drive improvement in healthcare delivery systems. Skills: financial management,team management,patient experience,strategic planning,compliance,operations,communication,stakeholder engagement,negotiation,operational leadership,organization,quality improvement,management,healthcare,

Role & responsibilities Patient Interfacing: Meeting with all new Patients admitted within 24 hours of admission. Take out the List of all the patients of the floor with financial update Will ensure orientation of the patient to the floor structure and important service no. Meet with the Floor RMO and introduce yourself and monitor his/her availability on the floor. Give a summary of your floor and any specific issue in morning meeting. Financial follow up of the high outstanding patients of the respective floor To coordinate Diagnostic Tests, specially night NPO patients and any other specific procedure To coordinate OT & Diagnostics Process of patients Meet all discharge patients and explain the discharge process to them To Coordinate for discharge patients with TPA & Billing. To coordinate for the next day discharge by EOD. Supervise the nursing of the respective floor for Discharge report folder of the discharge patient. It should be ready after discharge intimation Meet with all new patient of the day before leaving Make a list of plan discharge in coordination with nursing and submit to M.S office Submit an evening report of all new patients and any specific issue of any patient with room number to M.S office. Coordinating stock and inventory management of the floors. Documentation Compliance: Shall monitor all compliance for documentation of clinical file. Initial evaluation / blood Forms / Consent forms to be checked. Pre-auth forms, financial clearance, consent forms of all TPA patients to be checked. Preferred candidate profile BAMS/ BDS / BHMS preferable with Post Graduate Qualification in Hospital Management. 2 - 4 years of experience in Hospital Operations in a large healthcare facility.

Role & responsibilities Single point of contact in patient journey from Admissions to discharge. Responsible for the ongoing activities on the floor. Patient's round on daily basis (Meeting and greetings each and every patient admitted on their assigned floors twice in a day). Work towards enhancing the patient experience. Sorting the complaints / concerns of the floors inter or intra department. Preferred candidate profile Minimum 1 Year experience as Patient Experience/ Guest Relationship Executive Qualification- Graduation & MHA will be preferred.

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