Sr Executive - Patient Experience
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Job summary
Caritas Hospital & Institute of Health Sciences in Kerala seeks a Senior Executive – Patient Experience to manage day-to-day patient engagement activities and drive service improvements.
The role involves collecting feedback, resolving concerns, and coordinating with front office, nursing, billing, pharmacy, diagnostics, and clinical teams to enhance the patient journey.
Qualifications
- 7-10 years of experience in patient experience roles.
- Open to all genders and backgrounds.
- Healthcare setting exposure preferred.
Responsibilities
- Manage day-to-day patient engagement activities.
- Collect and analyze feedback to improve service quality.
- Coordinate with hospital departments to resolve concerns.
- Prepare regular patient experience reports and dashboards.
- Maintain confidentiality of patient information and data.
- Educate staff on communication and service etiquette.
Skills
Education
Job description
Free to Apply Verified Employer Secure & Private No Hidden Charges
7 - 10 Years Experience
- MBBS
- BDS
- MHA
- MBA (Healthcare Management)
All Gender
1
08, March 2027
Work Location: MC Road, Thellakom (P.O), Thellakom, Kottayam - 686630
Work Mode: Work From Office
Department: Patient Experience
Role: Asst. Manager , Sr. Executive
Employment type
- Full time
Patient Experience Management
customer service related work in a healthcare setting
coordination across departments to improve patient satisfaction; 3-7 years experience for Medical Gr
5-7 years for non-medical Graduates in Patient Experience or Customer Service roles; strong communic
service-oriented and patient-centric approach
Any Language
The Senior Executive – Patient Experience will manage day-to-day patient engagement activities, collect and analyze feedback, resolve patient concerns, coordinate with hospital departments, and ensure a smooth and positive patient journey.
Roles and Responsibilities:
- Interact with patients and attendants to understand their service experience.
- Conduct regular patient feedback and satisfaction surveys.
- Monitor patient satisfaction across registration, consultation, admission, treatment, billing, and discharge.
- Record and categorize patient complaints, suggestions, and compliments.
- Coordinate with relevant departments to resolve patient concerns promptly.
- Follow up with patients regarding unresolved complaints and service issues.
- Escalate critical or recurring complaints to the appropriate manager.
- Conduct patient rounds and proactively identify service-related concerns.
- Monitor patient waiting times and identify operational bottlenecks.
- Support implementation of patient experience improvement initiatives.
- Maintain patient feedback and grievance databases.
- Prepare daily, weekly, and monthly patient experience reports.
- Analyze feedback trends and highlight recurring service gaps.
- Coordinate with front office, nursing, billing, pharmacy, diagnostics, and clinical teams.
- Ensure professional and empathetic communication with patients and attendants.
- Educate hospital staff on appropriate patient communication and service etiquette.
- Support patient satisfaction audits and quality improvement activities.
- Maintain confidentiality of patient information and feedback.
- Track corrective and preventive actions related to patient complaints.
- Participate in departmental meetings and provide patient-centric improvement recommendations.
Caritas Hospital & Institute of Health Sciences is a leading multispeciality healthcare institution located in Thellakom, Kottayam, Kerala. Established in 1962, the hospital began its journey as a 50-bed healthcare facility focused primarily on maternity care and snake-bite management. Over the decades, Caritas has evolved into a comprehensive healthcare institution serving patients across Kerala and beyond.
Today, Caritas Hospital has grown into a 655-bed hospital with 134 ICU beds and 12 operating theatres, supported by experienced doctors, nurses, allied healthcare professionals, and dedicated support staff. The hospital's philosophy is centered on holistic, compassionate, accessible, and quality healthcare.
Caritas Hospital was established through the vision of Mar Thomas Tharayil, the then Bishop of Kottayam, at a time when access to quality and affordable healthcare in Central Kerala was limited. The hospital was created with the objective of bringing specialized medical care closer to the community.
Since its establishment, Caritas has continuously expanded its medical departments, infrastructure, technology, educational initiatives, and community healthcare programmes. The institution also established the Caritas School of Nursing in 1965 and subsequently developed educational institutions including Caritas College of Pharmacy and Caritas College of Nursing.
To extend the healing ministry and compassionate love of Jesus.
Caritas Hospital is committed to:
- Providing humanizing healthcare while respecting the dignity of every individual.
- Striving for holistic healing of the person.
- Maintaining competence, quality, and cost-effectiveness in healthcare.
- Collaborating with government organizations and NGOs.
- Making healthcare accessible to people in accordance with the teachings of the Catholic Church.
- Following professional ethics and applicable laws.
“Kenotic Love Saves Life”
This motto reflects Caritas Hospital's emphasis on selfless service, compassion, dignity, and holistic patient care.
Caritas Hospital provides a wide spectrum of medical and surgical services through specialized Centres of Excellence and clinical departments.
Its major Centres of Excellence include:
- Critical Care Medicine
- Dermatology & Cosmetology
- General, Minimal Access & Bariatric Surgery
- Nephrology & Renal Transplant
- Obstetrics, Gynaecology & Fetal Medicine
- Orthopaedics, Joint Replacement & Arthroscopy
- Paediatrics & Paediatric Surgery
- Physical Medicine & Rehabilitation
- Urology
- Caritas Robotic Surgery Centre
The hospital also offers specialized services in anaesthesiology, community medicine, dental and maxillofacial surgery, ENT and audiology, endocrinology, interventional radiology, neonatology, infectious diseases, ophthalmology, pathology, microbiology, plastic and microvascular surgery, psychiatry, pulmonology, and pharmacology.
Caritas Hospital has developed extensive infrastructure to support advanced diagnosis, treatment, surgery, emergency care, and critical care.
Its current hospital profile includes:
- 655 beds
- 134 ICU beds
- 12 operating theatres
- Advanced diagnostic facilities
- Specialized intensive‑care services
- Emergency and trauma care
- Advanced cardiac care
- Cancer treatment facilities
- Robotic surgery capabilities
- Nephrology and renal transplant services
- Advanced imaging and laboratory services
The Caritas Heart Institute represents one of the hospital's major areas of specialized healthcare. Caritas has provided dedicated cardiac services for more than three decades and has progressively expanded from cardiac emergency care and non‑invasive cardiology into comprehensive interventional cardiology and cardiac surgery.
The hospital continues to invest in advanced cardiac technology and specialized expertise to provide comprehensive cardiovascular care.
The Caritas Cancer Institute provides specialized cancer diagnosis, treatment, and supportive care. The hospital has developed oncology services as part of its broader commitment to providing advanced tertiary healthcare within Central Kerala.
Its cancer‑care infrastructure forms part of the hospital's Centres of Excellence and multidisciplinary approach to complex medical conditions.
Caritas Neuro Sciences provides specialized neurological and neurosurgical services. The hospital established its Neurology & Neurosurgery department in 2000, further strengthening its ability to manage complex neurological conditions.
Caritas Hospital has a long history of kidney‑care services. The hospital's milestones identify 1975 as the year it initiated Kerala's first dialysis unit. Today, nephrology and renal transplantation are among its major Centres of Excellence.
The hospital also operates as a licensed multi‑organ transplantation centre, with deceased‑donor and living‑donor programmes.
Caritas provides comprehensive 24/7 emergency and critical‑care services supported by specialist doctors, nurses, advanced medical technology, and dedicated infrastructure.
Its critical‑care services are part of the hospital's major Centres of Excellence and support patients requiring intensive monitoring, emergency treatment, postoperative care, and management of complex medical conditions.
Caritas has expanded its surgical capabilities through advanced technology, including the Caritas Robotic Surgery Centre. The hospital also provides general, minimal‑access, bariatric, orthopaedic, urological, oncological, and other specialized surgical services.
“People First” is a guiding principle of Caritas Hospital. The hospital emphasizes patient dignity, compassionate care, affordability, quality, and accessibility.
Caritas also states that it provides equal medical attention to people from different religions and communities and offers subsidized services and medicines for people in need.
The hospital's pastoral‑care services additionally provide spiritual, psychological, and emotional support to patients and their families, irrespective of caste, creed, or religion.
Caritas Hospital & Institute of Health Sciences has historically combined healthcare delivery with professional education. Caritas School of Nursing was established in 1965, while Caritas College of Pharmacy and Caritas College of Nursing subsequently expanded the institution's contribution to healthcare education and workforce development.
This integration of healthcare services and education supports the development of skilled healthcare professionals and contributes to the broader healthcare ecosystem.
Caritas Hospital's mission extends beyond hospital-based treatment. The institution has developed programmes intended to improve healthcare accessibility and support the health and well‑being of communities across Central Kerala.
Its approach combines preventive healthcare, diagnosis, treatment, rehabilitation, palliative care, education, and community‑oriented initiatives.
Caritas Hospital & Institute of Health Sciences has expanded its healthcare network beyond its main campus.
Its facilities include Caritas K.M.M. Hospital in Kottayam and Caritas H.D.P. Hospital in Kaipuzha, extending Caritas' philosophy of accessible and affordable healthcare to additional communities.
Caritas continues to adopt advanced medical technologies and healthcare innovations. The hospital highlights several initiatives and technology milestones, including advanced cardiac technology, TrueBeam with HyperArc technology, advanced diagnostic cardiology imaging, and telemedicine‑enabled emergency‑care initiatives.
The hospital's continuing development reflects its objective of combining medical expertise with modern technology to improve diagnosis, treatment, safety, and patient outcomes.
- Established in 1962
- 655-bed multispeciality hospital
- 134 ICU beds
- 12 operating theatres
- Comprehensive Centres of Excellence
- Nephrology and Renal Transplant services
- Advanced robotic surgery
- Critical Care Medicine
- Orthopaedics and Joint Replacement
- Obstetrics, Gynaecology & Fetal Medicine
- Paediatrics and Paediatric Surgery
- Urology
- Advanced diagnostic and surgical technology
- Professional healthcare education and training
- Patient-first philosophy
- Focus on compassionate, quality, affordable healthcare
Caritas Hospital & Institute of Health Sciences continues its journey of compassionate service, medical excellence, innovation, education, and community healthcare.
From its beginnings as a 50-bed hospital in 1962 to its present-day 655-bed healthcare institution, Caritas has remained committed to its founding objective of making quality healthcare more accessible to the people of Central Kerala.
With multidisciplinary medical expertise, advanced infrastructure, specialized Centres of Excellence, healthcare education, and a strong patient-first philosophy, Caritas Hospital continues to work toward a healthier and happier community.
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