Customer service specialist

Role Overview

The Patient Experience is responsible for supporting initiatives aimed at enhancing the overall patient journey across the hospital. The role focuses on monitoring service quality, gathering and analyzing patient feedback, managing patient experience data, identifying improvement opportunities, and working with cross-functional teams to ensure a consistent and patient-centric experience across various care touchpoints. The incumbent will also be responsible for maintaining accurate patient experience records, generating actionable insights through analytics, and supporting data-driven decision-making to improve service excellence.

Key Responsibilities

Monitor and support initiatives focused on improving the overall patient experience across clinical and non-clinical departments. Conduct regular rounds across OPD, IPD, and service areas to assess service quality and patient satisfaction. Collect, manage, and analyze patient feedback through surveys, interactions, service observations, and digital platforms to identify improvement opportunities. Maintain accurate patient experience databases, dashboards, and records while ensuring data integrity, confidentiality, and timely reporting. Perform trend analysis on patient feedback, complaints, compliments, and satisfaction scores to identify recurring themes and recommend corrective actions. Develop and present periodic MIS reports, dashboards, and analytics on patient experience metrics, service quality indicators, and improvement initiatives. Coordinate with different departments to address service gaps and enhance patient care processes based on analytical findings and patient insights. Support the implementation of service quality standards and patient engagement activities across the hospital. Assist in tracking patient complaints and ensure timely follow-up and resolution in coordination with concerned teams. Work closely with operations, nursing, quality, and support teams to ensure a seamless and positive patient journey. Monitor key patient experience KPIs and support continuous quality improvement initiatives through data-driven recommendations.

Preferred Skills

Strong communication and interpersonal skills. Patient-centric approach and excellent service orientation. Data management, reporting, and analytical skills with the ability to interpret patient experience metrics. Proficiency in MS Excel, dashboards, MIS reporting, and basic data visualization tools. Ability to analyze feedback, identify trends, and recommend service improvement initiatives. Coordination and stakeholder management skills. Strong problem-solving and continuous improvement mindset. Attention to detail with the ability to maintain accurate records and ensure data quality.