Patient Experience Management

Manipal Hospitals (MHEL); Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

Manipal Hospitals in Bengaluru is seeking a Patient Experience professional to monitor service quality, collect and analyze patient feedback, and drive data‑driven improvements across departments. The role focuses on maintaining accurate records, dashboards, and MIS reports to support decision‑making and enhance the overall patient journey.

The incumbent will coordinate with operations, nursing, quality, and support teams to close service gaps and ensure a consistent, patient‑centric experience,

Qualifications

• Excellent communication and service orientation.
• Experience with data management and analytics.
• Ability to generate actionable insights from feedback.

Responsibilities

• Monitor patient experience initiatives across clinical and non-clinical departments.
• Conduct rounds across OPD, IPD, and service areas to assess service quality and patient satisfaction.
• Collect and analyze patient feedback from surveys, interactions, service observations, and digital platforms.
• Maintain patient experience databases, dashboards and records with data integrity and timely reporting.
• Perform trend analysis on feedback, complaints, compliments, and satisfaction scores to identify themes and actions.
• Develop MIS reports and analytics on patient experience metrics and improvement initiatives.
• Coordinate with departments to address service gaps and enhance patient care processes.
• Support implementation of service quality standards and patient engagement activities.
• Assist in tracking patient complaints and ensure timely follow-up with concerned teams.
• Work with operations, nursing, quality and support teams to ensure a seamless patient journey.
• Monitor key patient experience KPIs and support continuous quality improvement.

Skills

Communication skills

Interpersonal skills

Data analysis

Excel

Dashboards

MIS reporting

Data visualization

Stakeholder management

Continuous improvement

Attention to detail

Tools

MS Excel

Dashboards

MIS reporting

Data visualization tools

Job description

The Patient Experience is responsible for supporting initiatives aimed at enhancing the overall patient journey across the hospital. The role focuses on monitoring service quality, gathering and analyzing patient feedback, managing patient experience data, identifying improvement opportunities, and working with cross-functional teams to ensure a consistent and patient-centric experience across various care touchpoints. The incumbent will also be responsible for maintaining accurate patient experience records, generating actionable insights through analytics, and supporting data-driven decision-making to improve service excellence.

Key Responsibilities

• Monitor and support initiatives focused on improving the overall patient experience across clinical and non-clinical departments.
• Conduct regular rounds across OPD, IPD, and service areas to assess service quality and patient satisfaction.
• Collect, manage, and analyze patient feedback through surveys, interactions, service observations, and digital platforms to identify improvement opportunities.
• Maintain accurate patient experience databases, dashboards, and records while ensuring data integrity, confidentiality, and timely reporting.
• Perform trend analysis on patient feedback, complaints, compliments, and satisfaction scores to identify recurring themes and recommend corrective actions.
• Develop and present periodic MIS reports, dashboards, and analytics on patient experience metrics, service quality indicators, and improvement initiatives.
• Coordinate with different departments to address service gaps and enhance patient care processes based on analytical findings and patient insights.
• Support the implementation of service quality standards and patient engagement activities across the hospital.
• Assist in tracking patient complaints and ensure timely follow-up and resolution in coordination with concerned teams.
• Work closely with operations, nursing, quality, and support teams to ensure a seamless and positive patient journey.
• Monitor key patient experience KPIs and support continuous quality improvement initiatives through data-driven recommendations.

Preferred Skills

• Strong communication and interpersonal skills.
• Patient-centric approach and excellent service orientation.
• Data management, reporting, and analytical skills with the ability to interpret patient experience metrics.
• Proficiency in MS Excel, dashboards, MIS reporting, and basic data visualization tools.
• Ability to analyze feedback, identify trends, and recommend service improvement initiatives.
• Coordination and stakeholder management skills.
• Strong problem-solving and continuous improvement mindset.
• Attention to detail with the ability to maintain accurate records and ensure data quality.