1. Patient Interaction and Engagement
- Act as the primary liaison between patients and hospital services, ensuring a seamless, positive experience across OPD, diagnostics, and pharmacy.
- Welcome patients warmly, assist with registration, appointments, and guide them through diagnostic and pharmacy processes.
- Provide clear, empathetic communication about procedures, wait times, and service expectations.
- Address patient questions, concerns, and grievances promptly and escalate unresolved issues to appropriate departments.
2. Patient Feedback Collection and Analysis
- Design and implement patient feedback mechanisms (surveys, interviews, suggestion boxes) across OPD, lab, radiology, and pharmacy.
- Analyze feedback to identify pain points and areas for improvement in patient services.
- Collaborate with department heads to develop action plans based on patient insights.
- Monitor patient satisfaction trends and report findings regularly to hospital management.
3. Coordination Across Departments
- Facilitate smooth coordination and communication between patients and various hospital departments including OPD, diagnostics, and pharmacy.
- Ensure diagnostic test scheduling, report delivery, and medication dispensing processes are patient-friendly and efficient.
- Work closely with lab, radiology, and pharmacy teams to resolve patient-related operational issues swiftly.
4. Process Improvement and Quality Initiatives
- Lead or participate in quality improvement initiatives focused on enhancing patient experience.
- Support hospital compliance with NABH patient-centered care standards related to OPD and allied services.
- Recommend process changes to reduce patient wait times, improve information flow, and enhance service quality.
- Track and promote adherence to infection control, patient safety, and privacy protocols.
5. Patient Education and Communication
- Provide patients with clear information on diagnostic procedures, medication instructions, billing, insurance, and follow-up care.
- Develop and distribute patient education materials related to diagnostics and pharmacy services.
- Educate patients about their rights, hospital policies, and available support services.
6. Data Management and Reporting
- Maintain accurate records of patient interactions, complaints, and feedback resolution activities.
- Use hospital information systems to track patient satisfaction data across departments.
- Generate reports and dashboards to inform leadership on patient experience metrics.
- Support data collection efforts for NABH accreditation and internal audits.
7. Training and Staff Development
- Assist in conducting training sessions for hospital staff on patient communication, empathy, cultural sensitivity, and service excellence.
- Foster a patient-centric culture across OPD, diagnostics, and pharmacy teams.
- Provide guidance and support to staff on handling difficult patient interactions and conflict resolution.
8. Patient Safety and Privacy Assurance
- Ensure all patient interactions comply with hospital policies on confidentiality and data protection.
- Promote adherence to safety protocols across OPD, lab, radiology, and pharmacy environments.
- Report and follow up on patient safety concerns or incidents affecting the patient experience.
9. Resource Management
- Ensure availability and maintenance of equipment, supplies, and consumables across OPD, lab, radiology, and pharmacy units.
- Collaborate with procurement and maintenance teams for timely replenishment and servicing.
10. Stakeholder Communication
- Act as a liaison between patients, medical staff, diagnostic teams, pharmacy, and hospital administration.
- Facilitate smooth communication to resolve operational challenges and enhance patient care.
1. Patient Interaction and Engagement
- Act as the primary liaison between patients and hospital services, ensuring a seamless, positive experience across OPD, diagnostics, and pharmacy.
- Welcome patients warmly, assist with registration, appointments, and guide them through diagnostic and pharmacy processes.
- Provide clear, empathetic communication about procedures, wait times, and service expectations.
- Address patient questions, concerns, and grievances promptly and escalate unresolved issues to appropriate departments.
-
2. Patient Feedback Collection and Analysis
- Design and implement patient feedback mechanisms (surveys, interviews, suggestion boxes) across OPD, lab, radiology, and pharmacy.
- Analyze feedback to identify pain points and areas for improvement in patient services.
- Collaborate with department heads to develop action plans based on patient insights.
- Monitor patient satisfaction trends and report findings regularly to hospital management.
-
3. Coordination Across Departments
- Facilitate smooth coordination and communication between patients and various hospital departments including OPD, diagnostics, and pharmacy.
- Ensure diagnostic test scheduling, report delivery, and medication dispensing processes are patient-friendly and efficient.
- Work closely with lab, radiology, and pharmacy teams to resolve patient-related operational issues swiftly.
-
4. Process Improvement and Quality Initiatives
- Lead or participate in quality improvement initiatives focused on enhancing patient experience.
- Support hospital compliance with NABH patient-centered care standards related to OPD and allied services.
- Recommend process changes to reduce patient wait times, improve information flow, and enhance service quality.
- Track and promote adherence to infection control, patient safety, and privacy protocols.
-
5. Patient Education and Communication
- Provide patients with clear information on diagnostic procedures, medication instructions, billing, insurance, and follow-up care.
- Develop and distribute patient education materials related to diagnostics and pharmacy services.
- Educate patients about their rights, hospital policies, and available support services.
-
6. Data Management and Reporting
- Maintain accurate records of patient interactions, complaints, and feedback resolution activities.
- Use hospital information systems to track patient satisfaction data across departments.
- Generate reports and dashboards to inform leadership on patient experience metrics.
- Support data collection efforts for NABH accreditation and internal audits.
-
7. Training and Staff Development
- Assist in conducting training sessions for hospital staff on patient communication, empathy, cultural sensitivity, and service excellence.
- Foster a patient-centric culture across OPD, diagnostics, and pharmacy teams.
- Provide guidance and support to staff on handling difficult patient interactions and conflict resolution.
-
8. Patient Safety and Privacy Assurance
- Ensure all patient interactions comply with hospital policies on confidentiality and data protection.
- Promote adherence to safety protocols across OPD, lab, radiology, and pharmacy environments.
- Report and follow up on patient safety concerns or incidents affecting the patient experience.
-
9. Resource Management
- Ensure availability and maintenance of equipment, supplies, and consumables across OPD, lab, radiology, and pharmacy units.
- Collaborate with procurement and maintenance teams for timely replenishment and servicing.
-
10. Stakeholder Communication
- Act as a liaison between patients, medical staff, diagnostic teams, pharmacy, and hospital administration.
- Facilitate smooth communication to resolve operational challenges and enhance patient care.
Roles and Responsibilities About the Role:
The Patient Experience Management Coordinator is pivotal in ensuring that patients receive exceptional service throughout their healthcare journey. This role involves collaborating with various departments to enhance patient satisfaction and streamline processes. You will be responsible for gathering feedback, addressing concerns, and implementing strategies to improve the overall patient experience. About the Team: You will be part of a dedicated team focused on elevating patient care and satisfaction at Manipal Hospitals. The team consists of professionals from diverse backgrounds who share a common goal of providing compassionate and efficient service. Collaboration and communication are key as you work together to identify areas for improvement and celebrate successes. You are Responsible for: - Collecting and analyzing patient feedback through surveys and direct communication. - Coordinating with clinical and administrative staff to address patient concerns and ensure timely resolution. - Developing and implementing programs aimed at enhancing patient engagement and satisfaction. - Monitoring and reporting on patient experience metrics to identify trends and areas for growth. To succeed in this role – you should have the following: - Strong communication skills to interact effectively with patients and staff. - A background in healthcare or related fields, with an understanding of patient needs and expectations. - Problem-solving skills and the ability to work collaboratively in a fast-paced environment. - A proactive approach to identifying opportunities for improvement and implementing solutions.
