– Patient Experience Executive

Job Title: Patient Experience Executive

Location: Delhi, Okhla

Experience: 1–2 years

Qualifications

- Qualifications & Skills
- Graduate in any discipline.
- 1–2 years of experience in Patient Service, CRM, Customer Experience, or Healthcare Operations (preferred).
- Excellent verbal and written communication skills in Hindi and English.

About the Role The Patient Experience Executive plays a crucial role in ensuring a smooth, seamless, and supportive journey for patients throughout their treatment. This role involves proactively engaging with patients through calls, addressing their concerns, coordinating with internal teams for resolution, and providing end-to-end handholding to enhance the overall patient experience. The role also includes driving medicine renewals and refill adherence to ensure uninterrupted treatment and improved patient outcomes.

The ideal candidate should possess solid communication skills, empathy, and a patient-centric approach to build trust and improve patient satisfaction.

Responsibilities

- Key Responsibilities
- Patient Journey Management
- Ensure a seamless patient journey from consultation to treatment and follow-up.
- Act as a single point of contact for patients, providing continuous support and handholding throughout their treatment journey.
- Monitor patient interactions and maintain accurate records in CRM systems.
- Patient Communication & Follow-up
- Connect with patients through calls to understand their experience, address concerns, and provide timely guidance.
- Conduct scheduled follow-ups, medication reminders, renewal reminders, and feedback calls.
- Share relevant information and educate patients on treatment adherence and next steps.
- Query Resolution & Cross-functional Collaboration
- Coordinate with medical, operations, pharmacy,



and support teams to ensure timely resolution of patient concerns.
- Escalate critical issues appropriately and ensure closure within defined timelines.
- Facilitate smooth communication between patients and internal stakeholders.
- Patient Engagement & Experience Enhancement
- Drive initiatives to improve patient satisfaction and retention.
- Collect and analyse patient feedback to identify opportunities for service improvement.
- Ensure every patient interaction reflects empathy, professionalism, and care.
- Renewals & Treatment Continuity
- Proactively engage with patients to ensure continuity of treatment through timely medicine refills and renewals.
- Connect with patients before their medication completion date and educate them on the importance of uninterrupted treatment.
- Coordinate with internal teams to facilitate smooth renewal and order processing.
- Track renewal opportunities and follow up regularly to improve patient retention and adherence to treatment plans.
- .· Maintain accurate records of renewal conversations and outcomes in the CRM system.
- Data Management & Reporting
- Maintain accurate patient data and interaction logs in CRM systems.
- Prepare reports and track key patient experience metrics.
- Use Google Sheets and MS Excel for data management, analysis, and reporting.
- Process Improvement
- Continuously review existing workflows and suggest improvements to enhance the patient experience.
- Support the implementation of SOPs and best practices for patient engagement.

Required Skills

- Excellent verbal and written communication skills in Hindi and English.
- Strong interpersonal skills with a high degree of empathy and patient-centricity.
- Basic computer proficiency is mandatory.
- Working knowledge of Google Sheets and MS Excel is essential.
- Ability to manage multiple tasks and coordinate across teams effectively.
- Strong problem-solving and organizational skills.

📌 Patient Experience Executive- CRM (New Delhi)
🏢 True Blue HR Consultants
📍 New Delhi