Fortis Healthcare - Regional Patient Experience Head

Job Title : Regional Patient Exp. Head

Band : 2

Department : Patient Experience

Location/Unit : Region

Position Reports to : Regional COO

Key Relationships : RMD, Quality Head, Nursing Head, HR head, Unit PCS

Main Objective of the Role :

- Ensure flawless level of service at all points of customer/ patient contact, and enable quality experience for patients, through continuously training the staff and refining existing processes

Key Responsibilities :

- Achieve heightened levels of customer/ patient service across all the units in the Region by sensitizing concerned patient touch points like Vehicle parking, reception, admission, OPD, ER, IPD, Pharmacy, discharge process and follow ups afterwards.

- Must be familiar with the processes involved at all patient touch points

- Closely Monitor standards pertaining to these processes and champion the cause of continuous improvements in internal controls and systems enhancements by benchmarking best practices across the various units in Region.

- Ensure the unit staff establishes open rapport with patients/ customers to understand the customer/ patient service requirements; must visit the operational environment on regular basis.

- Must be familiar with the Patient rights and responsibilities

- To conduct frequent surveys on Patient satisfaction at ER, Pharmacy, OPDs, Procedure rooms etc., monitoring and analyzing results; implementing changes in accordance to central patient experience guidelines

- Conduct surveys and benchmark best practices across the healthcare sector (Region specific)

- Meet customer / patient service objectives by foreseeing requirements; preparing the annual budgets; and scheduling expenses

- Oversee the selection, orientation, training, counseling and disciplining of the employees. Ensure maintenance of good rapport with Doctors, Nurses, patients and patients- attendants.

- Conduct performance appraisals within the department and work with Unit PCS & HR department to chalk out action plans for development and growth of staff in tune with strategies and objectives of the organization

- Ensure training need identification followed by participation of team members in relevant training programs to enhance knowledge, skills and to shape the attitude required for overall development

- Represent the team in all management interactions and other department related committees

- Update job knowledge by participating in educational opportunities, reviewing professional publications; maintaining personal networks; participating in professional organizations

Major Job Qualifications / Specific Skills :

Required Education :Post Graduation in any field

Preferred Education : MHA/MBA/Diploma in Mass Communications/Hospitality

Experience : 10-12 years of experience in relevant field Preferably in hospital industry

Knowledge and Specific Skills : Customer Service Orientation, Excellent Communication Skills, Knowledge about NABH standard, ISO standard, JCI, Auditing skills, Analytical skills, Proficient in MS office