Role & responsibilities :

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b Summary

The Patient Experience Navigator serves as the primary point of contact for patients and their families throughout their healthcare journey. This role focuses on enhancing patient satisfaction, facilitating seamless communication between patients and healthcare teams, addressing concerns proactively, and ensuring an exceptional patient-centered experience from admission through discharge and follow-up.

Key Responsibilities

Patient Engagement & Support

- Welcome and guide patients and families through the hospital journey.
- Provide information regarding hospital services, policies, procedures, and facilities.
- Ensure patients understand their treatment plans, appointments, and care processes.
- Assist patients in navigating hospital departments and services.

Patient Experience Management

- Conduct regular patient rounds to assess satisfaction levels and identify concerns.
- Address patient grievances, complaints, and service recovery opportunities in a timely manner.
- Escalate unresolved issues to appropriate departments and follow up until closure.
- Maintain empathy, professionalism, and confidentiality in all patient interactions.

Communication & Coordination





- Act as a liaison between patients, families, clinicians, nursing teams, and support services.
- Coordinate with multidisciplinary teams to ensure smooth patient flow and service delivery.
- Facilitate communication regarding patient feedback and improvement initiatives.

Feedback Collection & Analysis

- Collect real-time patient feedback through surveys, interviews, and direct interactions.
- Monitor patient satisfaction scores and key experience indicators.
- Prepare reports highlighting trends, concerns, and opportunities for improvement.
- Support implementation of patient experience improvement projects.

Service Excellence

- Promote hospital service standards and patient-centered care practices.
- Educate staff on patient experience best practices when required.
- Participate in quality improvement initiatives aimed at enhancing patient satisfaction and loyalty.

Discharge & Follow-Up Support

- Assist patients during discharge by ensuring clarity of instructions and next steps.
- Support post-discharge follow-up calls and feedback collection.
- Identify opportunities to improve continuity of care and patient outcomes.

Preferred candidate profile :

Background in Aviation or Hotel Management Preferred.

📌 Patient Experience Intern (Mumbai)
🏢 Sir Hn Reliance Foundation Hospital
📍 Mumbai