Patient Services Director

Job Title: Patient Services Director

Industry Type: Hospital / Healthcare Industry

Department: Patient Services / Administration

Role Category: Senior Management – Patient Experience & Operations

Working Location: [Delhi, India)

Employment Type: Full-time / Permanent

Experience Range:10 to 18 Years (Minimum 5 years in a leadership role overseeing patient care services in a hospital environment)

Salary Range (INR): ₹10,00,000 – ₹28,00,000 per annum (based on hospital size, accreditation level, and city tier)

🎓 Education:

Bachelor’s Degree in Hospital Administration / Healthcare Management / Nursing / Allied Health Sciences (Mandatory)

Master’s Degree (MHA/MBA in Healthcare or equivalent) (Preferred)

🔧 Key Responsibilities:

Lead and oversee the full spectrum of patient services including admissions, discharges, billing, grievances, feedback, and service delivery

Design and implement processes to enhance patient satisfaction, experience, and engagement

Monitor and analyze service quality KPIs such as wait time, turnaround time, and complaints resolution

Serve as the key liaison between patients, families, clinical teams, and hospital administration

Develop SOPs to ensure NABH, JCI, or other accreditation compliance across all touchpoints

Supervise front office, call center, patient relations, concierge, and interpreter services

Lead service recovery efforts for dissatisfied patients and drive continuous improvement

Train and mentor front-line staff in customer service, empathy, and communication

Coordinate with IT, nursing, medical records, and housekeeping for seamless service delivery

Manage departmental budgeting, staffing, and performance appraisals

🛠️ Key Skills:

Patient Experience & Satisfaction Management

Hospital Operations & Workflow Coordination

Team Leadership & Conflict Resolution

Complaint Handling & Service Recovery

SOP Development & Accreditation (NABH, JCI)

Communication & Empathy

Quality Metrics & Dashboard Monitoring

Healthcare CRM / HIS Software Familiarity

Budgeting & Resource Planning

Staff Training & Development