Position Summary

The Business Analyst – Patient Experience will be responsible for analyzing patient experience data, identifying service improvement opportunities, and supporting strategic initiatives that enhance the overall patient journey. The role involves developing dashboards, tracking key performance indicators (KPIs), conducting root cause analysis, and collaborating with cross-functional teams to improve patient satisfaction, operational efficiency, and service excellence.

Key Responsibilities

Data Analytics & Reporting
Collect, analyze, and interpret patient experience data from multiple sources, including NPS, patient feedback, complaints, surveys, and operational metrics.
Develop and maintain dashboards and MIS reports to monitor patient experience KPIs.
Analyze trends and identify opportunities to improve patient satisfaction and service delivery.
Generate monthly, quarterly, and annual reports for leadership review.

Patient Experience Improvement
Conduct root cause analysis for recurring patient complaints and service gaps.




Support implementation of patient experience improvement initiatives across clinical and non-clinical departments.
Measure the effectiveness of interventions through data-driven insights.
Benchmark patient experience metrics against internal and industry standards.

Business Process Analysis
Map patient journeys and identify bottlenecks affecting patient experience.
Recommend process improvements to reduce turnaround time and enhance patient convenience.
Support automation and digital transformation initiatives related to patient services.
Work with Operations, Nursing, Medical Administration, Quality, Marketing, and IT teams to implement process enhancements.

Dashboard & KPI Management
Monitor KPIs such as:
Net Promoter Score (NPS)
Patient Satisfaction Score (PSS)
Complaint Resolution TAT
OPD/IPD Patient Experience Scores
Discharge Experience
Billing Experience
Waiting Time
Service Recovery Effectiveness
Online Reputation Rat

📌 Business Analyst (Bengaluru)
🏢 Manipal Hospitals (MHEL)
📍 Bengaluru