Manager - Patient Experience

Max Healthcare; New Delhi; On-site; INR 900,000 - 1,100,000; Full time

Job summary

Max Healthcare in Delhi is seeking a dedicated professional to enhance patient experience across the care journey. You will collect feedback, analyze trends, and advocate for patients while coordinating cross-functional initiatives to improve service delivery.

The role involves leading improvement projects, training frontline staff on empathy and communication, and presenting actionable insights to leadership to prioritize initiatives.

Responsibilities

• Administer patient experience surveys and collect supplemental feedback (complaints, compliments, exit surveys).
• Investigate and resolve patient grievances promptly; escalate as necessary and monitor resolution follow-up.
• Design and deliver training programs focused on empathy, communication, and service excellence behavior.
• Lead projects to improve key experience metrics like reducing wait times, improving wayfinding, and standardizing patient transitions.
• Author concise, visually compelling reports and presentations summarizing performance against targets.
• Facilitate patient advisory councils or focus groups to gather input and refine service expectations.

Job description

Core Responsibilities

1. Feedback Collection & Data Analysis

• Administer patient experience surveys and collect supplemental feedback (complaints, compliments, exit surveys).
• Analyze trends and identify opportunities for improvement in service delivery.

2. Service Recovery & Patient Advocacy

• Investigate and resolve patient grievances promptly; escalate as necessary and monitor resolution follow-up.
• Advocate for patients across departments and ensure clear, empathetic communication throughout the care journey

3. Training, Coaching & Culture Building

• Design and deliver training programs focused on empathy, communication, and service excellence behavior.
• Coach frontline staff and clinical leaders to embed patient-first mindset across the organization

4. Initiative Leadership & Project Management

• Lead projects to improve key experience metrics like reducing wait times, improving wayfinding, and standardizing patient transitions.
• Coordinate with non-clinical teams (e.g. marketing, IT, operations) to align messaging and service touchpoints

5. Reporting & Strategic Insights

• Author concise, visually compelling reports and presentations summarizing performance against targets.
• Translate data into actionable recommendations and partner with leadership to prioritize initiatives

6. Patient Engagement & Advisory Collaboration

• Facilitate patient advisory councils or focus groups to gather input and refine service expectations.