About QI Spine

QI Spine is a specialized spine-care organisation focused on delivering evidence-based, patient-centric spine care through a network of clinics.

As we scale our clinic network, we are looking for a Patient Experience Manager who can build and institutionalize a consistent, high-quality patient experience across every touchpoint of the patient's journey.

Role Purpose The Patient Experience Manager will own and drive the end-to-end patient experience across QI Spine clinics — from the first interaction and appointment through consultation, treatment journey, follow-ups and post-treatment engagement.

The role will be responsible for identifying experience gaps, strengthening service standards, driving timely resolution of patient concerns, and partnering with Clinic Operations, Doctors, Patient Counsellors and other teams to continuously improve patient satisfaction and loyalty.

The ideal candidate should be highly execution-oriented, data-driven and comfortable working across multiple stakeholders and clinics.

Key Responsibilities

- Own the Patient Journey

- Map and continuously improve the end-to-end patient journey across QI Spine clinics.
- Identify critical patient touchpoints and define the expected experience at each stage.
- Monitor key experience parameters such as appointment experience, waiting time, communication, consultation coordination, treatment coordination and follow-up.
- Identify friction points and work with Operations to implement corrective actions.
- Ensure that patient experience standards are consistently followed across clinics.

- Patient Feedback, NPS & CSAT

- Own the overall patient feedback mechanism across clinics.
- Drive NPS, CSAT and Voice of Customer (VOC) programs.
- Analyse patient feedback to identify recurring themes, service gaps and clinic-level trends.
- Create clinic-wise and function-wise experience dashboards.
- Translate patient feedback into actionable improvement plans.
- Track improvement in patient experience metrics over time.

- Complaint & Escalation Management

- Act as the escalation point for critical or unresolved patient concerns.
- Establish a structured complaint management and closure process.
- Ensure complaints are acknowledged, investigated and resolved within defined TATs.
- Coordinate with Clinic Operations, Doctors, Patient Counsellors and other stakeholders for resolution.
- Drive service recovery wherever required.
- Conduct Root Cause Analysis (RCA) for recurring complaints and implement corrective/preventive actions.




- Track repeat complaints and ensure sustainable resolution rather than one-time closure.

- Clinic Experience Audits

- Conduct regular patient-experience audits across QI Spine clinics.
- Evaluate adherence to patient experience SOPs and service standards.
- Assess key areas such as:
- Patient greeting and communication
- Waiting-time management
- Patient counselling
- Clinic environment
- Coordination between teams
- Doctor interaction experience
- Follow-up communication
- Complaint handling
- Patient exit experience
- Share audit findings with relevant stakeholders and track closure of action items.

- Service Standards & SOPs

- Develop and standardise patient experience SOPs across clinics.
- Define service standards for different patient touchpoints.
- Create guidelines for patient communication, escalation handling and service recovery.
- Partner with Operations and L&D; to ensure teams are trained on the required standards.
- Conduct periodic audits to ensure SOP adherence.

- Cross-functional Stakeholder Management

Work closely with

- Clinic Operations
- Doctors / Clinical Teams
- Patient Counsellors
- Central Operations
- Training & L&D;
- Marketing / CRM
- Quality / Process teams
- Leadership

to identify and resolve patient experience gaps. The role should be able to influence stakeholders without relying solely on hierarchy and drive closure of issues within agreed timelines.

- Data & Experience Analytics

- Build and maintain a central patient experience dashboard.
- Track metrics such as:
- NPS
- CSAT
- Complaint volume
- Complaint resolution TAT
- Escalation rate
- Repeat complaints
- Feedback closure %
- Waiting time
- Patient drop-offs / experience-related leakage
- Clinic-wise experience scores
- Identify trends and provide actionable insights to leadership.
- Use data to prioritise experience improvement initiatives.

- Patient Experience Improvement Projects

- Identify opportunities to improve patient satisfaction and retention.
- Lead cross-functional improvement projects based on patient feedback and operational data.




- Benchmark patient experience practices within healthcare and other high-service industries.
- Introduce innovative ways to improve patient communication and engagement.
- Build a culture where every team member understands their role in delivering a superior patient experience.

Key Performance Indicators The success of this role will be measured through:
- Improvement in Patient NPS / CSAT
- Reduction in patient complaints and escalations
- Complaint resolution TAT
- Feedback closure %
- Reduction in recurring complaints
- Improvement in clinic-level patient experience audit scores
- SOP adherence
- Reduction in experience-related patient drop-offs
- Implementation and closure of patient-experience improvement initiatives
- Stakeholder adherence to agreed action plans

Candidate Profile

Must Have

- 5–8 years of experience in Patient Experience / Customer Experience / Patient Relations / Healthcare Operations / Hospitality / Service Excellence.
- Experience managing customer/patient escalations and service recovery.
- Robust understanding of customer/patient journey management.
- Experience working with NPS, CSAT, feedback mechanisms or similar CX metrics.
- Strong analytical and problem-solving ability.
- Excellent communication and stakeholder-management skills.
- Strong execution orientation with the ability to work across multiple locations/functions.
- Comfortable with MIS, dashboards and data analysis.

Preferred
- Experience in hospitals, healthcare chains, clinics, diagnostics, wellness or other healthcare businesses.
- Experience managing patient experience across multiple centres/locations.
- Experience in designing SOPs, service standards and audit frameworks.
- Exposure to CRM, HMS, patient feedback or experience-management platforms.
- Experience in a fast-growing healthcare/start-up environment.

Educational Qualification

Graduate / Postgraduate in

- Hospital / Healthcare Management
- Healthcare Administration
- Business Management / MBA
- Hospitality Management
- Customer Experience / Service Management

or a relevant discipline.

Key Competencies

Patient Centricity | Service Excellence | Problem Solving | Complaint & Escalation Management | Stakeholder Management | Data Orientation | Process Improvement | Communication | Empathy | Ownership | Execution Excellence

Who will succeed in this role?

We are looking for someone who can move beyond “handling patient complaints” and build a scalable patient experience system for QI Spine.

📌 Manager-Patient Experience (Mumbai)
🏢 QI Spine
📍 Mumbai