Company Overview

Sir H.N. Reliance Foundation Hospital & Research Centre is a premier multi-specialty tertiary care institution located in Mumbai. With 345 beds, the hospital is renowned for its advanced care in cardiac sciences, gastroenterology, oncology, and more. Recognized for its state-of-the-art technology and infrastructure, the hospital upholds a century-long legacy of excellence and innovation in the healthcare industry. Respect for life and commitment to superior medical care define its ethos.

Job Overview

Sir H.N. Reliance Foundation Hospital & Research Centre is seeking a Patient Experience Trainee. This is an internship position suitable for freshers, located in Mumbai. The role requires candidates with 0 to 1 year of experience to engage proactively with patients to enhance their healthcare journey and satisfaction. Candidates will gain valuable insights into patient communication and satisfaction metrics.

Qualifications and Skills

• Proficiency in customer relationship management to effectively build and maintain patient connections and establish long-term loyalty (Mandatory skill).
• Strong patient communication skills to facilitate clear and compassionate interactions that result in improved health outcomes and patient satisfaction (Mandatory skill).
• Experience with patient satisfaction metrics to assess and enhance the quality of service and ensure positive patient experiences (Mandatory skill).
• Knowledge of service recovery techniques to address and resolve any issues that arise, ensuring patient concerns are heard and addressed professionally.
• Understanding of healthcare analytics to analyze data and provide insights that drive improvements in patient experience and operational efficiency.
• Familiarity with telehealth platforms to support virtual patient interactions, ensuring accessibility and continuity of care across various digital channels.
• Competency in complaint resolution to handle patient grievances effectively and foster an environment of trust and transparency.
• Exhibit empathy and active listening to understand patient needs fully and create a supportive environment that encourages open communication.

Roles and Responsibilities

• Engage with patients and their families to gather feedback, address concerns, and ensure satisfaction with hospital services.
• Collaborate with hospital staff to implement patient-centered care initiatives to enhance patient experiences across all touchpoints.
• Assist in collecting and analyzing patient satisfaction data to identify areas for improvement and contribute to strategic planning.
• Provide support in the development and execution of service recovery plans to rectify service shortcomings and re-establish trust with patients.
• Participate in training sessions and workshops to upgrade skills related to patient communication and relationship management.
• Maintain accurate records of patient interactions to track progress and outcomes of patient experience improvement plans.
• Support the organization in deploying telehealth solutions and familiarize patients with their use for enhanced healthcare delivery.
• Work closely with cross-functional teams to address patient complaints in a timely manner and ensure continuous improvement in service delivery.

Education: Graduate

Desirable: MHA/MBA/Diploma in Hospital / Hospitality

Experience and traits:

• Fresher’s
• Passion to be a part of hospital industry
• Comfortable to travel within city for home care services to patients