Patient Experience Executive - IPD - OPD

The Patient Experience Executive - IPD / OPD will manage patient communication, service quality monitoring, patient relationship support, complaint handling, coordination, and patient satisfaction improvement at Sir HN Reliance Foundation Hospital, Mumbai. This requires graduate qualification preferred with 2–7 years of experience in patient experience or healthcare service quality.

Roles & Responsibilities

• Interact with IPD and OPD patients to understand service needs, feedback, and concerns.
• Monitor patient experience, waiting time, service quality, and process delays.
• Coordinate with front office, billing, nursing, diagnostics, pharmacy, housekeeping, and clinical teams.
• Resolve patient queries politely and escalate unresolved complaints to seniors.
• Support patient counselling, guidance, appointment coordination, and service navigation.
• Maintain patient feedback records, complaint logs, service recovery notes, and experience reports.
• Track patient journey touchpoints and identify improvement areas.
• Communicate hospital process, doctor availability, billing steps, and service updates clearly.
• Maintain confidentiality of patient information and hospital records.
• Support patient relationship management and service quality improvement activities.
• Prepare daily or periodic patient experience reports.
• Ensure compassionate, professional, and patient-friendly communication.