Job Description
About QI Spine
nQI Spine is a specialized spine-care organisation focused on delivering evidence-based, patient-centric spine care through a network of clinics.
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nAs 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.
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nRole Purpose
nThe 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.
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nThe 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.
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nThe ideal candidate should be highly execution-oriented, data-driven and comfortable working across multiple stakeholders and clinics.
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nKey Responsibilities
n1. Own the Patient Journey
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- Map and continuously improve the end-to-end patient journey across QI Spine clinics.n
- Identify critical patient touchpoints and define the expected experience at each stage.n
- Monitor key experience parameters such as appointment experience, waiting time, communication, consultation coordination, treatment coordination and follow-up.n
- Identify friction points and work with Operations to implement corrective actions.n
- Ensure that patient experience standards are consistently followed across clinics.n

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n2. Patient Feedback, NPS & CSAT
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- Own the overall patient feedback mechanism across clinics.n
- Drive NPS, CSAT and Voice of Customer (VOC) programs.n
- Analyse patient feedback to identify recurring themes, service gaps and clinic-level trends.n
- Create clinic-wise and function-wise experience dashboards.n
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📌 Manager-Patient Experience (Mumbai)
🏢 QI Spine
📍 Mumbai