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Patient Experience Manager
2050 Healthcare
posted 3+ weeks ago
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Job Description
About 2070 Health
W Health has set up India s first healthcare focused Venture Studio called 2070 Health - an innovation platform that builds transformative healthcare companies from scratch by discovering disruptive opportunities in whitespaces. Distinct from the accelerator approach, our venture studio is closely involved in idea generation, day-to-day operations, and strategic decisions of growing the new business. Companies incubated in the last 15 months include Elevate Now , Nivaan Care , Reveal Healthtech and BabyMD .
About the Stealth Company
We at 2070Health are building Indias leading infusion business, focused on delivering best-in-class outcomes, exceptional patient experiences, expanded access, and curated ancillary services through day care centres.
We are hiring a Patient Experience Manager for this venture who will serve as a pivotal liaison between patients, healthcare providers, and administrative teams within our Oncology Day Care Clinic. This role encompasses patient engagement, coordination of care services, promotion of value-added services, and ensuring a seamless patient experience from admission till discharge.
1. Managing the Patient Journey (Entry to Discharge)
- Serve as the primary point of contact for patients and caregivers, ensuring a smooth check-in, consultation, treatment, and discharge process.
- Guide patients through registration, medical documentation, billing, and consultation scheduling to reduce confusion and stress.
- Ensure a well-coordinated patient flow, minimizing wait times and optimizing scheduling.
- Address patient queries, concerns, and grievances promptly and empathetically.
- Maintain a compassionate and reassuring presence, particularly for Oncology patients who may require additional emotional support.
2. Operational Excellence Quality Improvement
- Monitor waiting times, patient satisfaction scores, and service efficiency, ensuring a premium healthcare experience.
- Develop SOPs for patient onboarding, consultation flow, and discharge procedures to ensure consistency.
- Collaborate with the admin team to optimize appointment scheduling and clinic workflow.
- Patient Coordination: Manage a designated patient cohort, providing consistent support throughout their treatment journey.
- Information Dissemination: Update patients on new offers, benefits, and clinic activities.
- Grievance Resolution: Address and resolve patient inquiries and concerns promptly.
3. Discharge Management Patient Exit Experience
- Ensure a structured and hassle-free discharge process, coordinating with medical and billing teams.
- Provide clear instructions regarding post-discharge care, medication, and follow-up appointment bookings.
- Verify that patients receive all necessary medical records, prescriptions, and billing details before leaving the clinic.
- Gather immediate patient feedback on their experience and identify areas for service enhancement.
- Documentation Management: Maintain accurate records, including Expected Date of Discharge (EDD) trackers and revenue data.
4. Operational Excellence Patient Flow
- Communicate treatment packages and services to patients and their families.
- Monitor waiting times, patient satisfaction scores, and service efficiency, ensuring a premium healthcare experience.
- Develop SOPs for patient onboarding, consultation flow, and discharge procedures to ensure consistency.
- Follow up with potential patients to increase admission rates and manage the outpatient-to-inpatient ratio including follow-ups for any necessary next steps.
5. Compliance Internal Controls:
- Policy Adherence: Uphold integrity by following company policies and information security guidelines.
- Process Compliance: Ensure all activities align with established clinic processes and regulatory requirements.
- Continuous Learning: Participate in ongoing training sessions to stay updated on clinic processes and standard operating procedures (SOPs).
Qualifications
Education: Bachelor s or Master s in Hospital Administration, Healthcare Management, or a related field.
Experience: 5+ years in hospitality, patient experience, or healthcare administration roles.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Saturday
Within city
Day Shift
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