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
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