Experience
5 - 10 yrs
Job Location
Bengaluru, India
Vacancy
1
Designation
Patient Care Coordinator
Job Type
ONSITE
Job Description
Skills Required: Soft hand skills, Basic communication skills
Additional Skills Required: -
Experience Required : Any graduate with MHA
Position Reports To: Head Of Department
JOB DESCRIPTION (MAIN JOB TASKS) - Responsible for overall smooth functioning of Feedback / Patient Experience Management for entire Hospital Chain.
- Ensure NPS + All patient feedback is reviewed, analyzed and shared on time with key stakeholders for necessary redressal.
- Understand key concern / repeat concern areas and discuss with in ground team to supervise / participate in brining the best possible solution.
- Training of existing team members and Roll out Patient Delight Application in new units.
- Oversee gaps in Feedback system and liaison with partner to get the necessary solution executed.
- Empathetic, Customer experience oriented, Good know how of patient experience management systems / applications, People alignment, Training, Excel based / Data based analytics, Innovative in service delivery.
- RCA & CAPA -regular audit for the detractors to be done (by reading, calling & resolution point) so that the S1 & S2 level of detractors are closed within the set TAT. Connect with unit stakeholder on RCA CAPA & Patients if the same has been resolved to their satisfaction and document the same.
- Clinical related feedback to be escalated to Medical Director and RCA & CAPA to be evaluated and closed.
- Social Media/Website Feedbacks to be attended on priority and RCA & CAPA to be updated.
- Escalations to the Unit Heads/COOs for their intervention to get closure-Speak & co-ordinate with the spocs for closure. S1 & S2 Daily
- Google reviews/Social Media review - Updates and closures to be done on regular basis.
- Calls with the unit SPOCS for the support and help needed related to the application, training etc.
- Passive feedbacks will be checked and validated twice in a week.
- To co-ordinate with the App vendor for any technical issues/rectifications/changes required in the application. & on need basis if earlier.
- Escalations to the Unit Heads/COOs for their intervention to get closure-Speak & co-ordinate with the spocs for closure. All open RCA / CAPA
- Weekly reporting of all Key parameters to CEO and open RCA/Capa to Unit head, BH & SPOC
- Monthly function head meeting in Corp office on most common feedback in their respective areas & actions planned.
- Escalations to the Unit Heads/COOs/BH for their intervention to get closure-Speak & co-ordinate with the spocs for closure. All open RCA / CAPA
- Google reviews - Updates and closures to be done on regular basis.
- Monthly report of all repeat complaints, Open RCA/CAPA/Patient communication UH/BH,
- Quarterly KRA / KPI performance for unit to be submitted to CEO.
- Review S1,S2 or any points missing in the design as in Policy etc that need to be incorporated.
- Creation and review of SOPs, Policies regarding Patient experience
- MIS & Reports
- Analytics and insights of patient experience with key stakeholders
- Participate with Unit to identify the root cause and help them devise apt solution - time to time
Kindly share resumes to:
Medical Transcript