Patient Experience - Patparganj, Delhi, Delhi, India - Max Healthcare

Max Healthcare

Verified Company

Patparganj, Delhi, Delhi, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

MHC/1551- Patient Experience

Patparganj-Max Super Speciality Hospital

Posted On
-13 Feb 2024

Required Experience

Years

Basic Section

No. Of Openings

1

Designation

Assistant Manager

Employee Category

Support

Closing Date

31 Mar 202- Organisational

Company

MHC
Entity

Balaji Medical & Diagnostic Research Centre

Department

Patient Experience

Sub Department

Patient Experience

Country

India

State

DELHI
City

New Delhi

Cluster

Cluster 2

Sub Cluster

Cluster 2

Payroll Location

Patparganj

MIS Location

Patparganj

Physical Location

Patparganj-Max Super Speciality Hospital

Skills

Skill

Job Description

JOB DESCRIPTION

I. JOB DETAILS

Job Title

Assistant Manager - Patient Experience

Reporting Supervisor
Unit Head

II. JOB PURPOSE
Will be responsible for the end-to-end facilitation of the patients on the floor assigned to them and
- enhancing Patient Experience
-
Core Responsibilities -

VIP Handling all VIP, VVIP and Handle with Care protocols.
Manage Patient Care & satisfaction with best healthcare standards while reducing Patient waiting time.
Actively involved in Hospital Operations, facilitating smooth admission and discharge process of routine and VIP Patients for both OPD and IPD.
Single Point of Contact for VIP protocol, handling patient queries and concerns.
Complaint handling and Management
Monthly analysis of repetitive complaints department wise morning meeting data.
Daily sharing of complaints status open, closed in TAT, out of TAT complaints etc.
Share / discuss the analysis on patient overall experience (PFMS) for every medical and nonmedical department with Senior Management.
SLA Adherence and Incident Rate
Sharing of data, follow up for complaints, checking the quality of RCA / CAPA.
Doing onground audits on RCA / CAPA implementation with different departments.
Raising alarm for departments who are not adhering SLA compliance & MIS to be shared with Concerned Authority.
Patient Admission and Discharge Experience
Improve admission experience and discharge scores for cash and TPA Patients.
Collate data of PSAT at the time of discharge and post discharge calls.

***
IV. KEY PERFORMANCE INDICATORS

Measurable Deliverables

Proactive in handling day to day customer situations. Incumbent should be able to handle most issues

- escalates critical issues

Timely, Consistent & efficient work related closures.
Confidentiality / Reliability
Ability to work in a professional manner

V. JOB REQUIREMENTS

Minimum Qualifications
Graduate/ Post Graduate in Hospital Management

Experience
3-5 years experience in similar profile

Technical Skills