Senior Associate - Patient Experience Management

As a Associate - Patient Experience Management at Manipal Hospitals, you will play a pivotal role in enhancing the overall patient experience throughout their journey within the healthcare system. You will be responsible for engaging with patients, addressing their concerns, and ensuring that they receive the highest level of service and care. Your ability to communicate effectively and empathetically will be crucial in assisting patients from admission through discharge, and in facilitating various services to improve satisfaction.

Key Responsibilities:

• Serve as the primary point of contact for patients, providing information and assistance regarding services, departments, and procedures.
• Address patient inquiries and concerns promptly and effectively to enhance their overall experience.
• Collaborate with clinical and non-clinical staff to resolve patient issues and ensure seamless service delivery.
• Collect feedback from patients regarding their experiences, and utilize this information to identify areas for improvement.
• Educate patients on hospital policies, payment processes, and available services, while maintaining a supportive and informative approach.
• Participate in patient experience improvement initiatives and contribute to the development of programs aimed at enhancing service quality.
• Maintain accurate records of patient interactions and follow up on unresolved issues in a timely manner.

Skills Required:

• Excellent communication and interpersonal skills to build rapport with patients and staff.
• Strong problem-solving abilities to address patient concerns effectively.
• Empathetic and compassionate approach to patient care.
• Ability to handle stressful situations with professionalism and poise.
• Attention to detail and strong organizational skills.

Tools Required:

• Proficiency in using customer relationship management (CRM) software for tracking patient interactions.
• Familiarity with hospital information systems and electronic health records (EHR).
• Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint) for reporting and documentation.
• Understanding of patient feedback tools or survey software to collect and analyze patient experiences.