Executive Patient Experience

Role Objective

​The Executive – Patient Experience is responsible for providing on-site concierge support to patients at assigned partner hospitals. Acting as a dedicated "Health Buddy," you will ensure that every patient referred by the Demand team experiences a smooth, hassle-free journey from the moment they enter the hospital until they are safely discharged.

​Key Responsibilities

​1. On-Site Patient Navigation (Concierge)

​Patient Reception: Meet and greet patients at the hospital; assist with registration, documentation, and navigating the OPD/IPD departments.

​Process Facilitation: Coordinate with the hospital’s billing, insurance, and nursing desks to fast-track admissions and reduce waiting times.

​Bedside Support: Visit admitted patients regularly to ensure their comfort and address any non-clinical requirements (food, room amenities, etc.).

​2. Service Fulfillment & Cross-Selling

​Pharmacy & Diagnostics: Coordinate the collection of prescriptions and samples to be fulfilled via pharmacy and diagnostic services.

​Kavach Enrollment: Explain the benefits of the Kavach card to patients and their attendants during their stay, highlighting how it provides security for future healthcare needs.

​Discharge Assistance: Ensure the patient has all necessary reports and medicines at the time of discharge and facilitate their journey back home.

​3. Coordination & Reporting

​Stakeholder Alignment: Maintain a positive relationship with the hospital’s front-desk staff and floor coordinators.

​Daily Logging: Update the Lead – Patient Experience on the status of all active cases, successful conversions, and any service delays.

​Feedback Collection: Capture real-time patient feedback and testimonials to help improve the H360 service model.

​Required Skills & Qualifications

​Experience: 3–5 years in Hospital Front Office, Guest Relations, Retail Sales, or Insurance Coordination.

​Soft Skills: High emotional intelligence, patience, and a "service-with-a-smile" attitude.

​Communication: Ability to speak fluently in the local language to comfort patients and their families.

​Problem-Solving: Ability to handle on-the-spot issues (e.g., billing discrepancies or room delays) with a calm and helpful demeanor.

​Education: Graduate in any stream. Training in Nursing, Hospitality, or Social Work is an advantage.

​Key Performance Indicators (KPIs)

​Patient Effort Score: Minimizing the number of "touchpoints" a patient has to handle personally.

​Kavach & Pharmacy Sales: Meeting monthly targets for cross-selling services.

​Turnaround Time (TAT): Speed of admission and discharge processes for patients.

Interested Candidate can send their cv In 6371077659(Call /Whatsapp)