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