Job Overview
The Assistant Manager - Patient Experience owns the intelligence layer of the Centre of Excellence. The role sits between
the Contact Centre Unit (CCE), which collects patient signals, and the broader COE operations function, which drives
operational change. The AM is responsible for converting raw feedback data into structured, actionable insights analysing
trends across NPS, CSAT, complaint categories, and clinical outcomes, and routing specific findings to the relevant
departments (Clinical, Training, Sales, Product) with clear owners and deadlines.
This is not a call-handling role. It is an analytical, process, and coordination role that ensures every patient signal collected by
the CCE translates into a visible operational response. The AM also owns the Customer Health Score framework, the 360
Customer View database, and the monthly Patient Experience Report presented to leadership.

1. CCE Data Intake & Quality Management

- Own the structured data pipeline from the CCE into the Patient Experience Unit defining the intake format, field

requirements, and submission schedule.

- Review all CCE data submissions weekly for completeness, accuracy, and consistency. Flag data quality issues to

the CCE Team Lead within 2 working days and track resolution.

- Maintain a master patient experience database consolidating follow-up survey responses, NPS scores, CSAT ratings,

escalation logs, and clinical outcome indicators across all touchpoints (30-day, 90-day, 1-year post-delivery).

- Ensure that unstructured feedback agent notes, verbatim patient comments, social media inputs is captured,

tagged, and incorporated into the monthly analysis.

2. Patient Experience Analysis

- Conduct monthly analysis of all CCE data to identify patterns, trends, and root causes across the following

dimensions: NPS and CSAT scores by clinic, region, P&O;, and amputation type; complaint categories and recurring

issue types; socket fit and clinical outcome indicators; service rating patterns for franchisee clinics and P&O; staff;





patient daily usage and rehabilitation progress data.

- Segment findings by priority identifying systemic issues requiring operational change, individual outliers requiring

targeted intervention, and positive patterns worth institutionalising as best practice.

- Map findings against the patient journey stages (Inquiry - Assessment - Fitting - Delivery - Follow-Up - Long-Term

Use) to identify where in the journey experience gaps are occurring.

- Track complaint resolution rates and SLA compliance data from the CCE, highlighting breach patterns immediately.

3.Insight Routing & Action Management

- Translate monthly analysis findings into specific, structured action requests routed to the appropriate department

Clinical Operations, Training, Sales, Product, or others.

- Each action request must include: the finding with supporting data, the recommended action, the assigned owner in

the receiving department, and a target resolution timeline.

- Maintain an Action Routing Tracker covering every finding issued, the department it was sent to, the action

committed, the status, and the closure date.

- Follow up with receiving departments at the midpoint and deadline of each action item. Escalate overdue or

unacknowledged items within 5 working days.

- After each action is closed, assess whether the relevant metric (NPS, CSAT, complaint rate) improved in the

subsequent month and document the outcome in the tracker.

4. Customer Health Score Management

- Own and maintain the Customer Health Score framework, integrating NPS scores, clinical outcome indicators (fit

comfort, daily usage, walking ability), complaint history, and patient follow-up completion rates.





- Update the Health Score for all active patients monthly and produce a clinic-level and region-level summary.
- Identify patients or clinics with deteriorating Health Scores and initiate proactive outreach via the CCE or escalation to

the relevant clinical team.

- Continuously refine the Health Score model based on feedback and leadership, incorporating current data dimensions

as available.

5. 360 Customer View & Patient Database

- Maintain the 360 Customer View database as the single consolidated record of each patients experience history

from first inquiry through all post-delivery follow-up touchpoints.

- Ensure data completeness of 98% across all mandatory fields. Coordinate with the CCE and Sales team to fill gaps

and resolve inconsistencies.

6. Reporting & Presentation

- Produce the monthly Patient Experience Report by the 5th of every month, covering: NPS and CSAT trends

(month-on-month and quarter-on-quarter); top complaint categories and resolution rates; clinical outcome highlights;

action routing summary with open and closed items; Customer Health Score summary by clinic and region; and a

forward-looking risk register of emerging patterns.

- Present the monthly report to management, in review meetings.
- Produce a quarterly insight summary that assesses whether actions taken in the quarter demonstrably moved patient

experience metrics.

7. Process & Instrument Ownership

- Own all patient experience instruments: the post-delivery follow-up survey, the NPS and CSAT question sets, the

complaint escalation priority framework (P1/P2/P3), and the CCE data intake template.

- Review and update all instruments quarterly based on findings from the monthly analysis cycle. Any changes to call

scripts or survey questions used by the CCE must be approved through this role before implementation.

- Define and document the standard operating procedure for the full CCE PX Unit Operations action cycle, and

ensure it is kept current as the process evolves.

📌 Assistant Manager - Patient Experience (Haryana)
🏢 Instalimb India
📍 Haryana