Quality Executive (Hospital)

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1. Role Overview

The Quality Executive will be responsible for monitoring and improving the overall patient experience within the hospital, focusing on reception operations, patient feedback, service quality, and seamless patient journey management. This role ensures that all quality standards, protocols, and patient-centric practices are consistently followed.

2. Key ResponsibilitiesA. Reception Quality Monitoring

• Ensure reception staff follow all patient-handling protocols and communication standards.
• Conduct regular audits of reception processes (registration, billing support, admission assistance, etc.).
• Monitor waiting time, queue management, and service efficiency.
• Conduct training and refresher sessions for reception team on soft skills and patient communication.

B. Patient Feedback & Grievance Handling

• Collect, document and analyze daily patient feedback (OP, IP, attendants, caregivers).
• Handle patient complaints and escalate unresolved issues to the Quality Manager.
• Conduct feedback calls and maintain a record of all patient outcomes.
• Prepare weekly/monthly feedback reports with action plans.

C. Patient Journey Management

• Track and monitor complete patient journey from entry to discharge.
• Identify gaps in patient flow and recommend improvements.
• Coordinate with clinical and non-clinical departments to ensure smooth patient movement.
• Ensure psychiatric patients receive sensitive, compassionate, and confidential support.

D. Quality Assurance & Compliance

• Support all quality assurance activities, audits, and accreditation requirements.
• Ensure adherence to hospital SOPs and patient safety guidelines.
• Conduct regular rounds to check compliance in all hospital departments.
• Assist in documentation and data collection for quality indicators.

E. Communication & Coordination

• Work closely with the reception team, nursing, doctors, and administrative teams.
• Maintain professional communication with patients and guardians.
• Provide timely reports to management with improvement suggestions.

3. Skills & Competencies

• Strong communication and interpersonal skills
• Good understanding of hospital operations
• Ability to handle psychiatric patients with patience and empathy
• Knowledge of quality standards (NABH preferred)
• Proficiency in MS Office (Excel, Word, PowerPoint)
• Problem-solving and analytical skills

Job Type: Full-time

Pay: ₹10,766.22 - ₹25,000.00 per month

Benefits:

• Leave encashment

Work Location: In person