Patient Care Coordinator

Job Description:

Responsibilities

• 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/COO's 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/COO's 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/COO's/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

Qualification & Experience

• Any graduate with MHA