Team Lead - Patient Experience

JOB DESCRIPTION

Team Lead - Patient Experience

The individual would be responsible for coordinating the Patient Experience activities and process at tertiary centre as well as at the network Hospitals in planning and smooth and effective implementations.

The key deliverable includes:

1. Coordination in planning or organizing meetings and following up for action taken report:

The individual would be responsible for planning Patient Experience meetings and activities, capturing the minutes and circulating, following up for action taken report and sharing with PE Head and Director

2. Help in developing and implementing Listening systems Indicators:

The individual would be helping and coordinating the following activities to develop a strong listening system with the guidance of PE Head and Director

a. Mapping/ Blue printing of existing listening systems and benchmarking

b. Designing and implementing multichannel listening systems to capture

- VOP- Voice of patient in chosen service delivery units (Focus on "open-ended" feedback for "Excellent" rating)

- Daily / Weekly/ Monthly analytics of trending issues

- Design input on use of technology and social media for " VOP" capture

3. Help in reviewing and updating Patient-Centered- Care Service Delivery Indicators:

The individual would be helping and coordinating and implementing PCC & PE Indicators with PE Head and Director

a. Scoping and planning for Pilots in chosen "service cycles"-OPD/IPD/Diagnostics

b. Developing Scripts/ Tools/ Equipment for touch points

c. Audit & measurement system of standards defined for touch points

d. Mapping the current cycles and recommend new design of patient experience based on benchmark studies

e. Preparing stage wise measurement parameters on accuracy/ timeliness/ lay-out/ outcomes which can be tracked and audited

f. Examine use of technology for- capacity load management, patient enabled actions, measurement and control, transparent information

g. Design Implement- Modify- Institutionalise cycle for pilots

h. Frontline's training on blue printed design

4. Coordinating the required support for SPS projects on chronic issues

The individual would be helping and coordinating the development of SPS projects on chronic issues with Project leads and teams

Any other responsibilities to be added in due course of association

Experience required: 3-5 Years in patient care OR an MTA graduate

Education requirements: Post Graduate /MBA with Eye Care Experience with MTA graduation as preference

Knowledge requirements: Understanding of Patient care and patient Experience

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹28,000.00 per month

Benefits:

• Provident Fund

Ability to commute/relocate:

• Daryaganj, Delhi, Delhi: Reliably commute or planning to relocate before starting work (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Application Deadline: 27/06/2025
Expected Start Date: 07/07/2025