Patient Experience

Max Healthcare; Dwarka; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Max Healthcare is seeking a dedicated professional to enhance patient experience across clinical and non-clinical touchpoints. The role focuses on collecting feedback, analyzing trends, and driving service improvements throughout the care journey.

The candidate will advocate for patients, resolve grievances, and coach staff to uphold a patient-first culture while coordinating with cross-functional teams to align messaging and touchpoints.

Responsibilities

• Administer patient experience surveys and collect supplemental feedback (complaints, compliments, exit surveys).
• Analyze trends and identify opportunities for improvement in service delivery.
• 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
• 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
• 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
• Author concise, visually compelling reports and presentations summarizing performance against targets.
• Translate data into actionable recommendations and partner with leadership to prioritize initiatives
• Facilitate patient advisory councils or focus groups to gather input and refine service expectations.

Job description

• 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
• 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.