Business Analyst - Patient Experience

About the Role

The Business Analyst specializing in Patient Experience at Manipal Hospitals is tasked with interpreting patient data to uncover service enhancement opportunities and backing strategic plans to improve the patient journey. This role involves creating dashboards, tracking key performance indicators, performing in-depth analyses, and collaborating with multiple departments to elevate patient satisfaction and operational excellence.

Key Responsibilities

• Gather and examine patient experience data from various inputs including Net Promoter Scores, feedback, complaints, surveys, and operational statistics.
• Build and update dashboards and management reports to continuously monitor patient experience metrics.
• Identify trends and areas for service and satisfaction improvements.
• Prepare and submit reports on a monthly, quarterly, and annual basis to leadership teams.
• Perform root cause analyses to address recurrent patient complaints and service deficiencies.
• Support and evaluate the execution of patient experience enhancement programs across both clinical and non-clinical divisions.
• Assess the impact of implemented interventions using data-driven metrics.
• Compare patient experience data against internal benchmarks and industry standards.
• Chart patient journeys, pinpoint process bottlenecks affecting experience, and recommend measures to expedite procedures and enhance patient convenience.
• Participate in automation and digital initiatives focused on patient services.
• Collaborate with teams spanning Operations, Nursing, Medical Administration, Quality, Marketing, and IT to facilitate process improvements.
• Monitor critical KPIs such as NPS, Patient Satisfaction Score, complaint resolution turnaround times, outpatient and inpatient experience metrics, discharge and billing experiences, wait times, service recovery effectiveness, and online reputation.
• Contribute to new patient experience pilot programs and strategic projects by conducting feasibility and impact analyses.
• Present findings, insights, and recommendations to senior management through detailed reports and presentations.
• Assist with planning and monitoring as part of the Annual Operating Plan (AOP).
• Engage with department leaders to ensure implementation of corrective actions, organize review sessions, and ensure follow-up on improvements.
• Foster relationships across clinical and support units to promote a patient-centered organizational culture.

Eligibility

Details regarding specific eligibility criteria were not provided.