Senior Patient Experience Officer

Job description

**Senior Executive– Patient Experience****– (Nagpur)** **MAX OVERVIEW:** Max Healthcare Institute Limited (MHIL), founded in 2000, is one of India’s largest private hospital chain with 22+ healthcare facilities. Being the India's most valuable listed healthcare organizations, we have driven innovation and excellence in healthcare for 25 years. With a workforce of 35,000+, including 5,000+ clinicians and 12,000 nurses/paramedics, we deliver advanced care across key locations including Delhi NCR (Saket, SMART, Patparganj, Vaishali, BLK, Shalimar Bagh, Dwarka, Gurugram, Panchsheel Park, Noida) Mumbai, Mohali, Bathinda, Dehradun, Lucknow, and Nagpur. We also operate Max@Home–among India’s largest healthcare-at-home services in 12 cities–and Max Lab, offering 2,700+ tests in 50+ cities across North India.  **ROLES &****KEY RESPONSIBILITIES:**  - o   **VIP Handling - all VIP, VVIP and Handle with Care protocols:** - Manage Patient Care & satisfaction with best healthcare standards while reducing Patient waiting time. - Actively involved in Hospital Operations, facilitating smooth admission and discharge process of routine and VIP Patients for both OPD and IPD. - Single Point of Contact for VIP protocol, handling patient queries and concerns. - **Complaint handling and Management** - Monthly analysis of repetitive complaints department wise - morning meeting data. - Daily sharing of complaints status - open, closed in TAT, out of TAT complaints etc. - Share / discuss the analysis on patient overall experience (PFMS) for every medical and non-medical department with Senior Management. - **SLA Adherence and Incident Rate** - Sharing data, follow up for complaints, checking the quality of RCA / CAPA. - Doing on-ground audits on RCA / CAPA implementation with different departments. - Raising alarm for departments who are not adhering SLA compliance & MIS to be shared with Concerned Authority. - **Patient Experience** - Analyzing and Driving Patient Experience and PSAT across departments. - Improve admission experience and discharge scores for cash and TPA Patients. - Daily taking ward rounds and meeting patients to ensure patient experience. **Qualifications:** - Bachelor’s degree in healthcare management, Hospital Administration, Business Administration, or a related field is mandatory / Graduate/ Postgraduate **Experience & Qualifications** - Overall, 7 -12 years of experience in managing customer service and experience. - Previous supervisory or team lead  **Skills:** - Not more than 1 VIP complaint every 6 months, 0 VVIP complaints throughout the year - 100% complaint acknowledgement within 24 hours - all web, online, and feedback forms VOCs - 100% complaint closures within TAT - Ensure efficient complaint resolutions & TAT compliance as per standards. Patient Experience - Add 100% compliance in entering the complaints in PFMS from all channels. correct analysis of complaints and MIS. Compliance and fulfilling of all requirements as and when appear in internal audits and External audits. - Patient Satisfaction Score