Job Title: Patient Experience Trainee

Location: Sir H. N. Reliance Foundation Hospital, Mumbai
Department: Patient Experience / Service Excellence

Job Purpose:

To deliver a world-class patient experience at Sir H. N. Reliance Foundation Hospital by proactively managing patient interactions, driving service excellence, resolving grievances, and collaborating with clinical and support teams to uphold the hospitals values of empathy, dignity, and excellence. Additionally, own the complete lobby experience by anticipating patient needs, creating memorable first and last impressions, and delivering hospitality-inspired service excellence.

Key Responsibilities:

Patient-Centric Rounding & Communication:

- Conduct structured daily rounds across OPD, IPD, Daycare, Emergency, and Diagnostic areas.
- Interact with patients and families to understand and anticipate needs, ensuring their comfort and satisfaction.
- Act as a liaison between patients, families, and internal departments to address concerns with sensitivity and speed.

Lobby Hospitality Excellence

- Provide concierge level assistance including wayfinding, wheelchair coordination and appointment navigation.
- Own the complete lobby ecosystem and ensure a premium, welcoming ambience at all times.
- Personally escort vulnerable patients (children, elderly, pregnant and VIP) whenever required.
- Create memorable patient delight moments and provide proactive waiting time updates.
- Conduct hourly lobby experience audits covering cleanliness, seating, signage, queues, wheelchairs and ambience.
- Lead real time service recovery and collaborate with Security, Housekeeping, Engineering, Admissions and Nursing.
- Support digital registration, kiosks and QR-based wayfinding.

Grievance Handling & Service Recovery:

- Acknowledge and resolve complaints empathetically and within defined TATs, documenting all cases in the grievance management system.




- Implement real-time service recovery measures to rebuild trust and retain patient confidence.

Feedback Management:

- Collect and analyze patient feedback via in-person interviews, digital kiosks, and post-discharge calls.
- Monitor and improve Net Promoter Scores (NPS), CSAT, and other patient experience metrics.
- Identify trends and submit monthly reports to management with actionable insights.

Process Improvement & Cross-functional Collaboration:

- Participate in cross-departmental quality circles to optimize admission, discharge, billing, and diagnostic service workflows.
- Collaborate with nursing, housekeeping, food & beverage, and security teams to close patient experience loops.

Service Excellence & Training Support:

- Assist in rolling out internal training on communication, empathy, and service etiquette for frontline staff.
- Drive awareness of patient rights, responsibilities, and hospital values among staff and patients.

Digital & VIP Engagement:

- Support digital transformation projects like online feedback, real-time tracking dashboards, and WhatsApp-based engagement.
- Handle VIP and international patient services with utmost discretion and personalized care.

Qualifications & Experience:

- Education: Bachelor’s in Hospitality/Hotel/Aviation Management; Master’s in Hospitality/Hotel/Aviation Management preferred.
- Experience:
- 0 – 1 years experience
- Languages: Fluent in English, Hindi, and Marathi; additional languages an advantage.

Key Competencies:

- Exceptional interpersonal and communication skills
- Deep empathy and cultural sensitivity
- Ability to remain composed under pressure
- Data-driven mindset for process improvement
- High degree of professionalism and grooming standards

Additional Core Competencies

- Luxury hospitality mindset
- Emotional intelligence
- Executive presence
- Anticipatory service
- VIP protocol management
- Attention to detail
- Ownership mindset
- Proactive Approach to assistRole & responsibilities

📌 Service Excellence Patient Exp. (Hotel Management & Aviation Grads) (Mumbai)
🏢 Sir Hn Reliance Foundation Hospital
📍 Mumbai