Pristyn Care - Head - Patient Experience

Head - Patient Experience l Pristyn Care l Gurgaon

Roles and 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 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.

- Hands on leadership to drive cross-functional projects in designing and implementing initiatives

- Resolves initiative issues, risks, and obstacles through the appropriate use of project management tools and influence without authority.

- 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, 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

Education & Experience Criteria:

- Bachelor- s/MBA degree

- A minimum of 5+ years- experience in customer experience leadership roles, management consulting, health care provider relations and/or health insurance patient services

Pristyn Care operations is across 30+ cities and PX team ensures we collaborate and provide reports and insights for business and operations to improve their processes and friction points to drive experience that Pristyn promises. Patient Experience (PX) Team focuses on ensuring our patients continue to have Best Experience with Pristyn Care. We service our patients needs regarding their surgery and resolve their issues and complaints they faced throughout their journey with us

PX Team always interacts with patients with empathy and care, they listen intently on customer pain points and be the voice of Customers within Pristyn.

PX Team Leads are responsible for ensuring our operations are running smoothly. They are responsible for removing any hurdles for the team members, resolve their issues, prioritize patient escalation and resolve them with partners. They also take accountability in talking to irate patients and make sure they build trust by resolving their complaints and close the loop with patients as required. They are responsible for understanding the trend around volume of work and performance metrices of the team and create plans to support their team.