Manager- Service Excellence || Birla Fertility & IVF- Gurgaon

Role & responsibilities

• Custodian of NPS. Coordinating with all cross functional stakeholders on action items
• Handling Voice of Customer- Patient feedback tool for the hospitals
• Analyze and monitor customer complaints, conduct root cause analysis and ensure that processes are streamlined for enhance customer experience
• Working with other stakeholders including hospital operations team, marketing, IT, Medical admin and Quality team to enhance the service standards for customers
• Create a comprehensive Dashboards / MIS (daily, weekly& monthly) for Senior Management
• •Interpret customer experience, trends and drive improvement actions along with the respective stakeholders to improve customer experience
• Ensuring that clear and effective methods of communication are in place between the staff of Operations and Medical administration / other related service providers.
• Identifying and addressing deviations and its causes
• Undertake projects and benchmarking study on improving customer experience across the hospitals / unit touch points as per management needs and industry trends
• Conduct Service Excellence and process audits and implement process corrections
• Handhold units to improve performance and enhance Patient Experience
• Conduct process and standard trainings across units / hospitals and clinics
• Any other task assigned by reporting manager

Preferred candidate profile

8-10 years Operational Experience in a customer service environment; 5 years in a managerial capacity, front-ending customer interaction and delivering service - Hospitality, Health Care

Interested candidates can share updated resume on "akashi.gola@birlafertility.com". Also, please do refer your friends