Job Title: Patient Experience Specialist

The selected candidate will be responsible for:
- Handling patient grievances and complaints via inbound/outbound calls with empathy and professionalism.
- Conducting Net Promoter Score (NPS) and Customer Satisfaction (CSAT) feedback collection calls.
- Monitoring, analyzing, and driving daily Patient Experience (PE) KPIs including resolution time, first-call resolution, and satisfaction scores.
- Preparing and maintaining detailed reports and dashboards using Excel to support continuous service improvement.
- Collaborating with clinical and operational teams to escalate and resolve complex patient concerns promptly.
- Documenting patient feedback and trends to contribute to quality improvement initiatives.

Key Responsibilities:
- Ensuring compliance with healthcare communication standards and data privacy regulations (e.g., HIPAA/GDPR where applicable).




- Participating in regular training and knowledge updates on patient care standards and communication best practices.

The ideal candidate should:
- Have 1–1.5 years of experience in patient support, healthcare customer service, or grievance resolution in a clinical or healthcare settings.
- Demonstrate proven experience managing patient interactions over the phone with sensitivity and professionalism.
- Be proficient in Microsoft Excel (including pivot tables, VLOOKUP, and data visualization).
- Exhibit robust verbal and written communication skills, with attention to detail and email etiquette.
- Possess empathy, active listening skills, and the ability to de-escalate sensitive situations.
- Hold a basic understanding of healthcare terminology and patient journey touchpoints (preferred, not mandatory).

📌 Patient Experience (Mumbai)
🏢 CareerConnects
📍 Mumbai