Core Responsibilities

1. Feedback Collection &

- Data Analysis

- Administer patient experience surveys and collect supplemental feedback (complaints, compliments, exit surveys).

- Analyze trends and identify opportunities for improvement in service delivery.

2. Service Recovery &

- Patient Advocacy

- Investigate and resolve patient grievances promptly; escalate as necessary and monitor resolution follow-up.

- Advocate for patients across departments and ensure explicit, empathetic communication throughout the care journey

3. Training, Coaching &

- Culture Building

- Design and deliver training programs focused on empathy, communication, and service excellence behavior.

- Coach frontline staff and clinical leaders to embed patient-first mindset across the organization

4. Initiative Leadership &

- Project Management





- Lead projects to improve key experience metricslike reducing wait times, improving wayfinding, and standardizing patient transitions.

- Coordinate with non-clinical teams (e.g. marketing, IT, operations) to align messaging and service touchpoints

5. Reporting &

- Strategic Insights

- Author concise, visually compelling reports and presentations summarizing performance against targets.

- Translate data into actionable recommendations and partner with leadership to prioritize initiatives

6. Patient Engagement &

- Advisory Collaboration

- Facilitate patient advisory councils or focus groups to gather input and refine service expectations.

📌 Manager - Patient Experience (New Delhi)
🏢 Max Healthcare
📍 New Delhi