Head Patient Experience

About the Role

Fortis Memorial Research Institute in Gurugram is hiring a Head Patient Experience to lead patient-facing service quality, complaint handling, and feedback-driven improvement across the hospital. The role focuses on ensuring a smooth, comfortable, and responsive experience for patients and attendants while coordinating closely with hospital leadership and departmental heads.

Key Responsibilities

• Connect with admitted patients on a regular basis to understand concerns, issues, and care-related needs.
• Support patients and visitors in resolving complaints and help them understand and exercise their rights as patients.
• Gather feedback using the prescribed formats and consolidate it into MIS reports for periodic submission to senior management.
• Monitor and drive timely, satisfactory resolution of grievances raised by patients.
• Improve the overall service experience by helping patients and attendants feel comfortable and well-oriented within the hospital.
• Coordinate complaint follow-up with the relevant HODs and Floor Managers, and keep the Facility Director informed.
• Maintain and circulate an updated list of VIP patients to top management on a regular basis.
• Meet patients approaching discharge and capture their feedback in the GR module.

Requirements

• Postgraduate qualification is required.
• A degree or specialization in Hospital & Health Administration, Healthcare & Patient Experience Management, or an MBA is preferred.
• More than 10 years of work experience is needed.
• Strong communication skills are essential.
• Applicants from Hotel Management, Aviation, or Healthcare backgrounds are preferred.

Additional Information

This position is based in Sector 44, Gurugram. The role is intended for candidates with a background in service excellence, hospitality, and patient interaction, especially those comfortable working in a hospital environment and handling sensitive guest and patient issues.