Patient Experience Manager

Drives a patient-centric service strategy by enhancing patient experience, ensuring timely complaint resolution within defined TATs, and continuously improving service delivery across all touchpoints.
Leads quality assurance and compliance efforts through KPI monitoring, audits, and data-driven insights to strengthen service excellence and operational performance.
Provides leadership and innovation by developing high-performing teams, leveraging digital solutions, and advancing patient engagement to improve satisfaction, loyalty, and overall care quality.

1.Develop and implement strategies to enhance patient experience across all touchpoints.

2.Monitor, analyse, and address patient feedback, complaints, and satisfaction metrics.

3.Ensure all patient complaints are acknowledged, managed, and resolved within defined Turnaround Time (TAT) standards. 

4.Implement structured complaint management processes, including escalation protocols and timely closure.

5.Oversee service excellence programs to continuously improve care quality.

6.Implement and continuously review digital tools to ensure effective patient communication, engagement, and service delivery.

7.Prepare and present regular patient experience reports highlighting trends, risks, and improvement actions.

1.Ensure patient services comply with healthcare regulations and quality standards.

2.Conduct regular audits to assess service delivery and identify improvement areas.

3.Define and monitor KPIs related to patient satisfaction, including complaint resolution within TAT.

4.Track, analyse, and report complaint resolution timelines, identifying gaps in TAT compliance.

5.Conduct root cause analysis for delayed or escalated complaints and implement corrective actions.

6.Collaborate with Quality Assurance teams to align service standards with clinical excellence.

7.Develop standardized reporting dashboards for patient experience metrics and service quality indicators.

1.Lead teams in patient relations and customer service.

2.Deliver training on service excellence, communication, and complaint handling.

3.Promote a patient-first culture with a strong emphasis on responsiveness and timely issue resolution.

4.Monitor team performance, including adherence to complaint TAT targets, and implement improvement plans.

1.Use analytics to identify trends in patient feedback, complaints, and service performance.

2.Implement technology solutions for real-time complaint tracking and TAT monitoring.

3.Review, evaluate, and optimize digital patient engagement tools to ensure efficiency, user adoption, and alignment with patient needs.

4.Assess performance and ROI of digital tools, recommending upgrades or new solutions to enhance patient experience and operational efficiency.

5.Lead the digital patient experience roadmap, including selection, evaluation, and continuous improvement of engagement platforms and CRM systems.

6.Leverage data visualization and reporting tools to support decision-making and executive reporting.

7.Stay informed on industry trends to drive innovation in patient experience.

8.Develop long-term strategies to enhance patient loyalty and overall satisfaction.

1.Bachelor’s Degree in Healthcare Management, Business Administration, Nursing, or a related field

2.Master’s Degree in Healthcare Management, Hospital Administration, Business Administration (MBA), or Quality Management (preferred)

1.Strong knowledge of patient experience frameworks, service excellence models, and complaint management processes

2.Understanding of healthcare regulations, accreditation standards, and quality assurance practices

3.Expertise in KPI development, performance monitoring, and TAT management

4.Proficiency in data analysis, reporting, and dashboard tools (e.g., Excel, Power BI, or similar)

5.Familiarity with CRM systems and digital patient engagement platforms

6.Ability to conduct root cause analysis and implement corrective action plans

7.Training or certification in Patient Experience, Customer Service Excellence ( desirable)