Patient Experience

Max Healthcare; Delhi; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Max Healthcare in Delhi is seeking a Patient Experience Lead to drive feedback collection, data analysis, and service improvement across wards and clinics.

The role focuses on patient advocacy, training staff on empathy, leading initiatives to reduce wait times, and delivering concise performance reports to leadership.

You will coordinate patient advisory councils and collaborate with marketing, IT, and operations to align service touchpoints and patient journeys.

Responsibilities

• Feedback collection and data analysis to identify opportunities for service improvement.
• Investigate and resolve patient grievances promptly; advocate for patients across departments.
• Design and deliver training programs on empathy, communication, and service excellence; coach frontline staff and leaders.
• Lead projects to improve experience metrics (wait times, wayfinding) and coordinate with non-clinical teams.
• Create concise, visually compelling reports and translate data into actionable recommendations for leadership.

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; escape 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.