Patient Experience Executive

The Patient Experience Executive will be responsible for ensuring a smooth, empathetic, and coordinated patient journey across multiple hospital departments. The role focuses on patient assistance, service recovery, coordination with clinical and non-clinical teams, complaint handling, and adherence to patient-experience standards.

Post: Patient Experience Executive

Location: Andheri

Qual: Any Graduate

Exp: Minimum 2 year of experience on Hospital

Salar7: 5LPA - 10 LPA

Department:

1. Patient Experience - Daycare
2. Patient Experience - EHC (Executive Health Check-up)
3. Patient Experience - IPD
4. Patient Experience - OPD
5. Patient Experience - ICU

6. Patient Experience - OT
7. Patient Experience - Emergency
8. Patient Experience - Lab & Radiology
9. Patient Experience - MCGM (Government / Referral Cases)

Key Responsibilities

• Ensure positive patient experience across Day Care, EHC, IPD, OPD, ICU, OT, Emergency, Lab & Radiology, and MCGM cases
• Assist patients and attendants with registration, appointments, admissions, transfers, and discharge
• Act as a single point of contact for patient queries, grievances, and service recovery
• Coordinate with doctors, nurses, billing, TPA, and support services to resolve issues promptly
• Communicate clearly and empathetically with patients and families

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• Monitor waiting times, patient flow, and service gaps
• Collect patient feedback and support quality improvement initiatives
• Ensure compliance with hospital service standards and protocols

Required Skills

• Experience in Patient Experience / Patient Relations / Guest Relations in a hospital
• Strong communication and interpersonal skills
• Empathy, problem-solving, and conflict-resolution abilities
• Ability to work across departments in a fast-paced environment
• Basic knowledge of hospital workflows and patient rights

Skills

Patient Experience, Patient Relations, Hospital Coordination, Guest Relations, Service Recovery, Complaint Handling, OPD, IPD Support, Healthcare Customer Service

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