Learning and Development Coordinator

Location: Bengaluru

Function:  Operations Excellence / Patient Experience

Location:

Multi-hospital / Regional (with on-ground presence)

Role Objective

To build and own Aldun’s Learning & Development and Quality function, ensuring that every on-ground executive delivers  exceptional patient handling, process accuracy, and hospital-grade professionalism  s role is responsible for transforming training into a  measurable patient experience advantage  for Aldun.

Key Responsibilities

1. Build Aldun’s L&D Framework
Design and implement Aldun’s Ground Team Charter, training philosophy and quality standards.
Create structured onboarding, certification, and re-certification programs for hospital-stationed teams.
Develop practical, scenario-based training content focused on real patient interactions.

2. Own Patient Experience Quality
Define what “excellent patient handling” means at Aldun and ensure it is delivered consistently.
Audit patient interactions, escalations, and feedback to identify quality gaps.
Drive corrective training actions for recurring issues.

3. Coach & Enable On-Ground Teams
Train and mentor regional trainers and on-ground mentors.
Conduct live role-plays, shadowing sessions, and mock patient scenarios.
Personally coach low-performing executives and build improvement plans.

4. Hospital & Stakeholder Alignment
Ensure Aldun executives operate seamlessly within hospital environments.
Train teams on hospital etiquette, escalation protocols, and inter-departmental coordination.
Act as the quality escalation point for hospital partners when required.

5. Metrics, Reporting & Continuous Improvement
Own L&D and Quality KPIs including patient satisfaction, error rates, escalations, and certification scores.
Publish weekly and monthly quality dashboards for leadership.
Continuously refine training programs based on real-world data and feedback.

6. Build a Culture of Ownership & Pride
Instill a sense of purpose, empathy, and accountability in Aldun’s ground teams.
Identify high performers and groom them into mentors and trainers.
Collaborate with HR and Ops on career progression frameworks linked to quality performance.

Key KPIs & Success Metrics
Patient Satisfaction Score ≥ 4.7 / 5
Reduction in patient escalations & complaints
First-time-right case handling ≥ 95%
New hire productivity within 14 days
100% certification & re-certification compliance
Improved hospital feedback and trust scores

Experience
5–10 years in healthcare operations, patient experience, hospital training, or quality roles.
Prior experience working inside hospitals (front office, billing, patient relations, nursing ops, or similar).
Hands-on experience training or coaching frontline staff.

Skills & Traits

Exceptional communication and coaching skills.
High emotional intelligence and calm under pressure.
Deep empathy for patients and families.
Process-driven, yet people-centric.
Comfortable with metrics, audits, and performance dashboards.
Respected by both ground teams and hospital stakeholders.

Must-Have Attributes
Has personally handled patients or families in high-stress healthcare environments.
Believes training is about  behavior change , not just knowledge transfer.
Willing to spend time on the ground — not a desk-only role.
Strong ethical compass and brand ownership mindset.

Nice-to-Have
Exposure to insurance / TPA workflows.
Experience in healthcare startups or high-growth ops environments.
Multilingual (regional languages a plus).

Why Join Aldun
Opportunity to build a  foundational function  from scratch.
Direct impact on patient lives at critical moments.
High visibility with leadership.
Clear growth into Operations Excellence / CX leadership roles.