Pristyn Care - Head - Patient Experience

stJob Opening l Head- Patient Experience l Pristyn Care

Responsibilities:

- Analyzes patient experience key performance indicators (KPI) using a variety of data sources.

- Uses performance data to identify strengths, improvement opportunities, and recommend actionable interventions to achieve top decile patient experience performance.

- Collaborates with different category Leadership to develop action plans to improve performance. Champions the voice of the patient and the patient experience in all organizational initiatives and strategic decisions.

- Utilizes process design, problem-solving, project management and change management best practices to identify, design and deliver patient experience and service excellence initiatives: Leads cross-functional projects in designing and implementing initiatives. Leads/attends team meetings, phone conferences, virtual presentations and training as needed.

- Resolves initiative issues, risks, and obstacles through the appropriate use of project management tools and methods.

- Ensures alignment of organization-wide processes, policies, programs, structures, interactions and systems with our strategic objectives, mission, values, behavior competencies and patient promise.

- Measures the impact of patient experience initiatives from pre- to post-implementation, including but not limited to: NPS, engagement scores, complaints/compliments, referrals, dis-enrollments, hospital bed days, wait times, efficiency, etc.

Requirements:

- High business acumen and acuity

- Excellent ability to influence peers and leaders without formal reporting relationships/authority

- Proficient in strategy development, analytics and large-scale organizational change

- Exceptional process design, problem-solving, project management and change management skills

- Advanced ability to effectively manage demand, manage expectations and deliver multiple, overlapping projects

- Understanding of and commitment to the - agile- approach to initiative design, pilot, implementation and continuous improvement

- Demonstrated knowledge of patient experience processes and service excellence strategies. High degree of objectivity skills

- Exceptional written and interpersonal communication skills.

- Strong desire and willingness to provide both consultative/advisory support and hands-on execution

- Strong process and meeting facilitation skills.

- Strong interpersonal and leadership skills to build credibility as a "peer- across all levels

- Ability to structure ambiguous problems, think creatively, generate and test hypotheses.

- Ability to drive multiple pieces of work forward simultaneously

- Ability to work in a matrixed environment. Intermediate Microsoft Office Suite product skills including, but not limited to Excel, PowerPoint, Word.

Education & Experience Criteria:

- Bachelor's/MBA degree

- A minimum of 10+ years- experience in customer experience leadership roles, management consulting, health care provider relations and/or health insurance patient services

NOTE: Should be comfortable with 6 days working.

About us:

Pristyn Care is an Asset Light full-stack healthcare provider that rents spare OT capacity and Surgical infra of a hospital to perform surgeries for its own patients via Pristyn's full-time surgeons. We do elective procedures in Proctology, Laparoscopy, ENT, Gynaecology, Obstetrics & IVF, Urology, Vascular, Orthopedics, Ophthalmology, and Aesthetics. Pristyn Care has a team of high-quality surgeons, a tech-enabled patient acquisition engine, process-driven patient care, insurance clearance expertise and a network of Hospital partners with predictable OT availability. Founded by a team of Ex-Max & Medanta Doctors & Ex-UrbanClap, Mobikwik folks, we are disrupting the surgical ecosystem. In 5 years, we aim to be the largest distributed (full stack) surgery platform in India.

Pristyn Care, headquartered in Gurgaon, has been operational since Jun, 2018 and since then has expanded to 35+ cities across India. We are series D funded led by Tiger Global, Epiq Capital. Sequoia Capital, Hummingbird Ventures and Greenoaks Capital are other key investors. With a team size of 1200+ people including 300+ surgeons, we are proud to have served more than 40,000+ happy patients till now. Our surgeons are performing surgeries in 450+ hospitals pan India including corporate hospitals.

Pristyn care is among the esteemed list of official stakeholders with Swasth which has top 25 Indian startups along with best hospitals of India. Swasth's mission is to lay the foundation of a technology framework that will form a digital backbone for healthcare delivery in India (www.swasth.app). It aims to optimize hospital capacity by use of the latest digital technology.

- Read more at: https://yourstory.com/2021/04/healthtech-startup-pristyn-care-raises-53-million-funding-tiger-global/amp

- https://economictimes.indiatimes.com/tech/funding/pristyn-care-may-bag-80-100-million-in-funding-led-by-tiger-global/articleshow/81269693.cms?from=mdr

- Read more at: https://economictimes.indiatimes.com/tech/funding/tiger-global-invests-40-million-in-pristyn-care/articleshow/82149056.cms

- Read more at: https://www.linkedin.com/pulse/linkedin-top-startups-2019-25-hottest-indian-work-now-linkedin/

Promotional Videos:

- https://www.youtube.com/watch?v=VsJUHL3xztI https://www.youtube.com/watch?v=mNSvZrw2wPs

- https://www.youtube.com/watch?v=1-gdzXnzAd8