Job Description

Heritage Hospitals, a NABH-accredited, multi-speciality tertiary care hospital with over three decades of trust and service, is seeking a

Patient Experience Manager

to lead its patient experience and service excellence initiatives. The ideal candidate will be a confident, empathetic, and service-oriented professional with a strong background in healthcare communication, patient coordination, and grievance handling. She will serve as the key interface between patients, attendants, and hospital departments to ensure a seamless, compassionate, and responsive care journey, reflecting Heritage's core values of Trust, Care, and Commitment.

Key Responsibilities

1. Patient experience

Ensure courteous, efficient, and empathetic communication with patients and attendants throughout their hospital journey (OPD, IPD, Diagnostics, Emergency, etc.). Handle patient queries, grievances, and feedback promptly, ensuring fair resolution within stipulated timelines Conduct daily patient rounds to assess service satisfaction and escalate systemic issues to the Operations/ Quality team Oversee adherence to hospital service standards and patient communication protocols

2. Coordination and communication

Act as the primary liaison between patients, relatives, clinical teams, and support departments to ensure smooth coordination Support critical cases by facilitating cross-departmental communication to enhance patient comfort and reduce administrative delays Maintain proper documentation and digital records of complaints, feedback, and resolutions

3. Reporting and MIS

Maintain dashboards for patient feedback trends, complaint categories, and closure rates Generate monthly reports highlighting patient satisfaction metrics, recurring issues, and improvement suggestions

4. Process improvement

Collaborate with HR, Quality, and Operations teams to design and implement service improvement initiatives Identify opportunities for improving the overall patient experience through technology, workflow, and behavioral interventions

Qualifications and Experience

Graduate/ Postgraduate

in Hospital Administration, Healthcare Management, or any relevant discipline. Minimum

7-10 years of experience

in Patient Relations or Customer Service within a hospital or healthcare setup Age:

35 years or above

, f

emale candidates only

Excellent communication skills in

Hindi and English

; knowledge of regional dialects will be an added advantage

Computer-savvy

, with proficiency in MS Office and exposure to hospital information or CRM systems

Key Competencies

Exceptional interpersonal and communication skills Strong empathy and conflict resolution abilities Patient-centered approach with sound judgment Team leadership and coordination skills Attention to detail and a proactive attitude Ability to maintain confidentiality and professionalism at all times
Job Type: Full-time

Work Location: In person