Associate

Manipal Hospitals; Pune District; On-site; INR 350,000 - 470,000; Full time

Job summary

Manipal Hospitals in Pune seeks an Associate to serve as Patient Care Coordinator and Floor Coordinator in the Patient Experience Management Department.

The role focuses on enhancing the patient care journey, managing service escalations, coordinating admissions/discharges, and ensuring seamless on-floor operations.

You will engage with patients and families, document interventions, liaise with clinical and non-clinical teams, and drive improvements in service delivery.

Qualifications

• Empathetic, organized and proactive professional.
• Ability to manage service escalations and resolve issues on the floor promptly.
• Coordinate admissions, discharge flow and liaise with billing as needed.
• Capture patient feedback to inform improvements in the patient journey.
• Coordinate with clinical and non-clinical teams to ensure seamless service.

Responsibilities

• Act as Patient Care Coordinator and Floor Coordinator for assigned units.
• Interact with patients and families to assess satisfaction and address non-clinical needs.
• Handle escalated service complaints promptly and document interventions.
• Support admissions and billing to ensure dignified patient flow.
• Prepare daily/weekly reports on patient satisfaction and pain points.
• Ensure compliance with service standards and communication protocols.
• Assist in training front-line staff on soft skills and service recovery.
• Identify bottlenecks and propose practical improvements to patient experience.

Skills

Empathy

Patient interaction

Communication

Conflict resolution

Process improvement

Job description

This requisition is for a Associate within the Patient Experience Management Department. We are seeking a highly empathetic, organized, and proactive professional to function as a key Patient Care Coordinator and Floor Coordinator. The ideal candidate will be responsible for enhancing the overall Patient Care journey, managing service escalations, and ensuring seamless operations within the Hospital Management framework.

Location

Pune

Patient Care Coordination & Experience Management

Service Excellence: Act as the Patient Care Coordinator, regularly interacting with patients and their families to proactively assess satisfaction levels and address non-clinical needs or concerns immediately.

Conflict Resolution: Handle all escalated service complaints and grievances on the floor, working quickly to resolve issues in a timely and empathetic manner, and documenting all interventions thoroughly.

Admission/Discharge Flow: Coordinate with the Admissions and Billing departments to ensure smooth, efficient, and dignified patient admission and discharge processes.

Feedback Mechanism: Conduct formal exit interviews or surveys with discharged patients to capture actionable feedback that informs improvements in the Patient Care journey.

Operational Oversight & Floor Coordination

Floor Management: Serve as the designated Floor Coordinator for assigned units/floors, ensuring the environment, amenities, and service delivery by support staff (Housekeeping, F&B) meet required standards.

Inter-Departmental Liaison: Facilitate critical communication between clinical teams (doctors, nurses) and non-clinical support services (Housekeeping, F&B, Maintenance) to ensure that patient needs are met without delay.

Reporting: Prepare daily and weekly reports on patient satisfaction scores, common pain points, and resolution metrics for the Hospital Management team.

Standard Compliance: Monitor staff interactions to ensure all employees consistently follow established communication protocols and service standards.

Training Support: Assist in mentoring junior team members and conduct refresher training sessions for front-line staff on soft skills, complaint handling, and service recovery techniques.

Process Improvement: Identify bottlenecks and systemic issues affecting patient experience and propose practical, effective solutions for process refinement.