Patient Care Coordinator

HCG Hospital; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

HCG Cancer Hospital in Bengaluru is seeking a Patient Care Coordinator to oversee patient feedback, manage experience initiatives, and coordinate with unit heads.

You will analyze feedback, drive RCA/CAPA, train teams, roll out the Patient Delight Application, and ensure timely closing of issues, reporting to the Head of Department.

Qualifications

• Any graduate with MHA.
• B.Com or Health Worker background.
• Experience in patient feedback management and reporting.

Responsibilities

• Ensure smooth functioning of feedback/patient experience management.
• Review, analyze and share NPS and patient feedback with stakeholders.
• Coordinate with in-ground teams to implement solutions and redressal.
• Train teams and rollout the Patient Delight Application in new units.
• Oversee gaps in feedback systems and liaise with partners for solutions.
• Escalate clinical feedback to Medical Director and resolve RCA/CAPA,

Skills

Customer experience

Data analytics

Excel

Training

Stakeholder management

Education

B.Com

Health Worker

Job description

Job Specification

Job Title: Patient Care Coordinator

Education: B.Com, Health Worker

Experience: Any graduate with MHA

Department: Medical Transcription

Location: HCG Cancer Hospital, K. R. Road, Bangalore

Reports To: Head Of Department

Key Responsibilities

• Responsible for overall smooth functioning of feedback/patient
• Experience Management for the entire hospital chain.
• Ensure NPS and all patient feedback is reviewed, analyzed, and shared on time with key stakeholders for necessary redressal.
• Understand key concerns and repeat concern areas, and discuss them with the in-ground team to supervise and participate in bringing about the best possible solution.
• Training of existing team members and rollout of the Patient Delight Application in new units.
• Oversee gaps in the feedback system and liaise with the partner to get the necessary solution executed.
• Empathetic, customer experience-oriented, good know-how of patient experience management systems/applications, People alignment, Training, Excel-based/data-based analytics, and innovative in service delivery.
• Conduct regular RCA and CAPA audits for detractors by reading, calling, and resolving issues, ensuring that S1 and S2 level detractors are closed within the set TAT. Connect with unit stakeholders on RCA, CAPA, & patients if the same has been resolved to their satisfaction and document the same.
• Clinical-related feedback is to be escalated to the Medical Director, and RCA & CAPA to be evaluated and closed.
• Social Media/Website feedback is to be attended to as a priority, and RCA & CAPA to be updated.
• Escalations to the Unit Heads/COOs for their intervention to get closure-speak & coordinate with the SPOCs for closure. - S1 & S2 Daily
• Google reviews/Social media reviews-Updates and closures to be done on a regular basis.
• Calls with the unit SPOCS for the support and help needed related to the application, training, etc.
• Passive feedback will be checked and validated twice a week.
• To coordinate with the App vendor for any technical issues/rectifications/changes required in the application. & on a need basis if earlier.
• Escalations to the Unit Heads/COOs for their intervention to get closure. Speak & coordinate with the SPOCs for closure. - All open RCA / CAPA
• Weekly reporting of all Key parameters to the CEO and open RCA/Capa to the Unit Head, BH & SPOC
• Monthly function head meeting in the corporate office on the most common feedback in their respective areas & actions planned.
• Escalations to the Unit Heads/COOs/BH for their intervention to get closure-speak & coordinate with the SPOCs for closure. - All open RCA / CAPA
• Google reviews-updates and closures to be done on a regular basis.
• Monthly report of all repeat complaints, Open RCA/CAPA/Patient communication - UH/BH,
• Quarterly KRA/KPI performance for the unit is to be submitted to the CEO.
• Review S1, S2, or any points missing in the design, such as policy, etc., that need to be incorporated.
• Creation and review of SOPs and policies regarding Patient experience
• MIS & Reports
• Analytics and insights of patient experience with key stakeholders
• Participate with the unit to identify the root cause and help them devise apt solutions from time to time

General Competencies

• Soft hand skills
• Basic communication skills