Patient Journey Executive

Lifenity Health; Mumbai; On-site; INR 450,000 - 550,000; Full time

Job summary

Lifenity Health is seeking a Patient Journey Executive to ensure smooth patient transitions across the care continuum. You will monitor movements from registration to follow-up, coordinate with care teams, and escalate issues to prevent service gaps.

Candidate should have health care operations exposure and be adept at tracking referrals, investigations, and patient communications to ensure timely care and patient satisfaction.

Qualifications

• Graduate in Healthcare Management, Life Sciences, Nursing or Pharmacy.
• Experience in healthcare operations or patient coordination preferred.
• Healthcare setting exposure in hospitals, clinics or diagnostics is a plus.

Responsibilities

• Monitor patient movement from registration and appointment through consultation, diagnostics, referral, hospital care, and follow-up.
• Track appointments, waiting time, pending services, referrals, investigations, medicine renewals, and missed appointments.
• Coordinate with care coordinators and facility teams to close pending patient journey activities and avoid service gaps.
• Monitor specialist referrals, hospital admissions/discharges, and post-discharge follow-ups at defined intervals.
• Review Command Centre alerts and escalation urgent, critical, or unresolved patient journey issues to the appropriate team.
• Track critical/abnormal diagnostic reports and ensure required patient contact and follow-up are completed.
• Monitor patient grievances and coordinate with the concerned team for timely resolution.
• Maintain patient journey worklists, trackers, and system records and ensure timely updating of status.
• Identify recurring journey gaps and provide feedback to Operations/Quality teams for corrective action.
• Prepare patient journey MIS and highlight pending cases, delays, escalations, and key trends to management.
• Support implementation of Patient Journey SOPs and improvement initiatives across centers.

Skills

Patient Journey Management

Follow-up & Case Tracking

Healthcare Coordination

Escalation Management

Patient Experience

Documentation & MIS

Problem Solving

Education

Graduate in Healthcare Management

Nursing

Life Sciences

Pharmacy

Job description

JOB DESCRIPTION: PATIENT JOURNEY EXECUTIVE

Position Details

• Designation: Patient Journey Executive
• Department: Patient Experience / Operations
• Location: Clinic / MC / IMC / Hospital
• Reporting To: Care Coordinator
• Employment Type: Full-Time

Job Purpose

To monitor and support the smooth movement of patients across the journey, ensuring timely service, proper follow-up, issue escalation, and continuity of care.

Key Responsibilities

• Monitor patient movement from registration and appointment through consultation, diagnostics, referral, hospital care, and follow-up.
• Track appointments, waiting time, pending services, referrals, investigations, medicine renewals, and missed appointments.
• Coordinate with care coordinators and facility teams to close pending patient journey activities and avoid service gaps.
• Monitor specialist referrals, hospital admissions/discharges, and post-discharge follow-ups at defined intervals.
• Review Command Centre alerts and escalation urgent, critical, or unresolved patient journey issues to the appropriate team.
• Track critical/abnormal diagnostic reports and ensure required patient contact and follow-up are completed.
• Monitor patient grievances and coordinate with the concerned team for timely resolution.
• Maintain patient journey worklists, trackers, and system records and ensure timely updating of status.
• Identify recurring journey gaps and provide feedback to Operations/Quality teams for corrective action.
• Prepare patient journey MIS and highlight pending cases, delays, escalations, and key trends to management.
• Support implementation of Patient Journey SOPs and improvement initiatives across centers.

Qualification & Experience

• Graduate in Healthcare Management, Life Sciences, Nursing, Pharmacy, or a relevant field.
• Relevant experience in healthcare operations, patient coordination, hospital, clinic, or diagnostics preferred.

Key Skills

• Patient Journey Management
• Follow-up & Case Tracking
• Healthcare Coordination
• Escalation Management
• Patient Experience
• Documentation & MIS
• Problem Solving