Core Responsibilities*1.
* *Feedback Collection & Data Analysis*
- Administer patient experience surveys and collect supplemental feedback (complaints, compliments, exit surveys).
- Analyze trends and identify opportunities for improvement in service delivery. *2.
* *Service Recovery & Patient Advocacy*
- Investigate and resolve patient grievances promptly; escalate as necessary and monitor resolution follow-up.
- Advocate for patients across departments and ensure transparent, empathetic communication throughout the care journey *3.
* *Training, Coaching & Culture Building*
- Design and deliver training programs focused on empathy, communication, and service excellence behavior.
- Coach frontline staff and clinical leaders to embed patient-first mindset across the organization *4.
* *Initiative Leadership & Project Management*




- Lead projects to improve key experience metricslike reducing wait times, improving wayfinding, and standardizing patient transitions.
- Coordinate with non-clinical teams (e.g. marketing, IT, operations) to align messaging and service touchpoints *5.
* *Reporting & Strategic Insights*
- Author concise, visually compelling reports and presentations summarizing performance against targets.
- Translate data into actionable recommendations and partner with leadership to prioritize initiatives *6.
* *Patient Engagement & Advisory Collaboration*
- Facilitate patient advisory councils or focus groups to gather input and refine service expectations.

📌 Manager/Senior Manager (New Delhi)
🏢 Max Healthcare
📍 New Delhi