Manipal Hospitals
Website:
manipalhospitals.com
Job details:
Position Summary
The Business Analyst – Patient Experience will be responsible for analyzing patient experience data, identifying service improvement opportunities, and supporting strategic initiatives that enhance the overall patient journey. The role involves developing dashboards, tracking key performance indicators (KPIs), conducting root cause analysis, and collaborating with cross-functional teams to improve patient satisfaction, operational efficiency, and service excellence.
Key Responsibilities
Data Analytics & Reporting
- Collect, analyze, and interpret patient experience data from multiple sources, including NPS, patient feedback, complaints, surveys, and operational metrics.
- Develop and maintain dashboards and MIS reports to monitor patient experience KPIs.
- Analyze trends and identify opportunities to improve patient satisfaction and service delivery.
- Generate monthly, quarterly, and annual reports for leadership review.
Patient Experience Improvement
- Conduct root cause analysis for recurring patient complaints and service gaps.
- Support implementation of patient experience improvement initiatives across clinical and non-clinical departments.
- Measure the effectiveness of interventions through data-driven insights.
- Benchmark patient experience metrics against internal and industry standards.
Business Process Analysis
- Map patient journeys and identify bottlenecks affecting patient experience.
- Recommend process improvements to reduce turnaround time and enhance patient convenience.
- Support automation and digital transformation initiatives related to patient services.
- Work with Operations, Nursing, Medical Administration, Quality, Marketing, and IT teams to implement process enhancements.
Dashboard & KPI Management
- Monitor KPIs such as:
- Net Promoter Score (NPS)
- Patient Satisfaction Score (PSS)
- Complaint Resolution TAT
- OPD/IPD Patient Experience Scores
- Discharge Experience
- Billing Experience
- Waiting Time
- Service Recovery Effectiveness
- Online Reputation Ratings
Strategic Projects
- Support new patient experience initiatives and pilot programs.
- Perform feasibility studies and impact analysis for improvement projects.
- Present insights and recommendations to leadership through reports and presentations.
- Assist in Annual Operating Plan (AOP) planning and performance tracking.
Stakeholder Management
- Coordinate with department heads for action plan implementation.
- Facilitate review meetings and follow up on closure of improvement actions.
- Build strong relationships with clinical and support departments to drive a patient-centric culture.
Click on Apply to know more.