Patient Experience Manager - Healthcare

We have an job opportunity as a Patient Experience Manager with one of our client.  

Job Location : Bangalore

Job Description :

- This role is responsible for executing high quality patient experience operations through a team of online care-coordinators & BD Executives to deliver a high quality surgical care experience.

Responsibility:

- Build patient journey for patients requiring surgical care as prescribed by doctors and create operations flows to assist the patients

- Build and manage a team of online care-coordinators assisting patients throughout the journey

- Closely work with doctors to create the handover process for patients requiring surgical care from doctors to care-coordinator

- Enable care-coordinator team with all the required information, tools and training to completely assist the patients

- Track operational and medical metrics for the care-coordinator team and make processes very efficient & failure-proof

- Manage the team of BD executives to serve incoming leads

- Ensure the patient NPS metrics are improving by keep making the processes better for assisting the patients

Requirements :

- 5+ years of in-patient management experience or experience of managing central teams assisting patients

- Tier-1 college graduate with strong healthcare experience or MBBS/ BDS with Hospital Administration MBA

- Strong understanding of in-patient journey, procedure cost & insurance requirements and different surgical categories

- High process centricity and good understanding of operational metrics for virtual support teams

- Leadership skills to build and manage high performance team of care-coordinators

- Obsessive about great customer experience throughout the journey

Veena