Zonal Patient Experience Manager _ Gurgaon Location

Role & responsibilities

Job Title: Zonal Patient Experience Manager

Department:

Role Summary:

The Zonal Patient Experience Manager will be responsible for improving and standardizing patient experience across all centers in the zone by training frontline staff, driving service excellence, and ensuring adherence to patient experience SOPs. This role plays a critical part in influencing how patients perceive the brand from first visit to treatment completion.

Key Responsibilities:

• Training & Development :

  Conduct regular training sessions for receptionists, nurses, patient coordinators, and other patient-facing staff on soft skills, empathy, and communication. Train staff on the entire IVF patient journey from consultation to discharge, including complex areas like OPU, ET, ANC, and feedback touchpoints. Design and roll out induction and refresher training programs aligned with patient-centric practices. Organize role plays, audits, and knowledge assessments to monitor training effectiveness.

• Process Adherence & Audit :

  Conduct regular service & grooming audits to check compliance with patient experience SOPs. Share action points with Center Heads and Patient Experience team for improvement.

• Complaint & Feedback Analysis :

  Analyze patient complaints, identify recurring gaps, and build training interventions accordingly. Monitor NPS and feedback scores for each center and support low-performing units through focused coaching.

• Content & SOP Development :

  Develop training content, job aids, and SOPs that are simple, relevant, and implementable at the center level.

• People Management :

  Identify high-potential employees and support their development into stronger patient-facing roles.

Key Performance Indicators (KPIs):

Training coverage (%) across assigned centers

Improvement in NPS and feedback response rate post training

Reduction in service-related complaints

Performance improvement of low-scoring centers

Skills & Competencies:

Strong communication and facilitation skills

Empathy, emotional intelligence, and patient-centric mindset

Good understanding of the IVF treatment lifecycle and patient needs

Conflict resolution and coaching abilities

Analytical and report-writing skills

Willingness to travel across centers frequently