Executive - Patient Experience Management

Date: 9 Apr 2024

Location: Gurgaon, IN

Company: Manipal Health Enterprises Private Ltd

About Us

Manipal Hospitals is one of India's foremost multi-specialty healthcare providers catering to both Indian and international patients. We are a part of the Manipal Education and Medical Group (MEMG), a leader in the areas of education and healthcare. With more than 7500 operational beds, our commitment to the overall well-being of an individual is at the core of everything we do. Through our network of hospitals and experienced team of medical professionals, we provide quality and affordable healthcare to everyone.

Job Details

No. of Openings: 1

Experience: 8+ Years of relevant experience

Job Responsibilities

  • Responsible for the budgeting and forecasting of department.
  • Identifying and driving process improvements to ensure excellence in patient experience, timely delivery of services, optimum productivity, and effective management of resource
  • Ensure there is no unbilled and revenue leakage in all OPDs including ER, Pharmacy, OPD Procedures etc.
  • Monitor and collate statistics of patient feedback and present the analysis to the management team.
  • Analyse all patient complaints with an in-depth RCA and CAPA to improve processes on ground and reduce repetition of same complaints
  • Ensure clear focus on enhanced patient interaction at various patient touch points eg. Front Desk, Console, Cash counters, OPD Nurse Stations, ER etc.
  • Recommend and draw up programs deemed necessary for the improvement of quality patient care through various trainings and QIP initiatives.
  • Ensure all team members follow the Brand Standards of the department
  • Coordinate with concerned teams to ensure turnaround time for reports is communicated well to all patients and TAT is maintained.
  • Analyse the possible loopholes in the system and help in devising remedial measures.


Lead Self :Emotional intelligence (empathy)
Lead Results : Mindful decision making and communication
Lead Self :Ethics & personal credibility
Lead Stakeholders : Patient centricity with flawless execution



MBA in Any