Client Relationship Manager

Job Location : Mumbai

Company Name : CROWN VETERINARY SERVICES PVT. LTD

Position Name : Client Service Executive

Company Profile: CROWN VETERINARY SERVICES PVT. LTD

Job description

The Client Service Manager will be responsible for addressing client grievances within the hospital setting. This includes managing the complaint resolution process, coordinating with medical staff, investigating concerns thoroughly and generating reports for higher management. The role also includes duties related to debt collection, securing necessary funds, and sending daily reports as per managements requirements.

1. Client Grievance Management:

• Act as the primary point of contact for clients with complaints or grievances regarding hospital services.
• Acknowledge and address client complaints in a timely and professional manner.
• Communicate with relevant department heads and hospital management via email to inform them of the issue and escalate complaints when necessary.
• Collaborate with doctors and other hospital staff to understand the root cause of any complaints and gather explanations where required.
• Review available CCTV footage to gather facts and corroborate the accounts provided by both the clients and staff.
• Draft comprehensive investigation reports, highlighting key findings and presenting solutions or recommendations to senior management.

2. Communication and Follow-Up:

• Maintain clear, concise, and professional communication with both the client and internal stakeholders during the entire grievance process.
• Follow up with the respective doctors or departments involved to ensure timely resolution of any issues.

3. Debt Collection and Fund Management:

• Handle debt collection efforts, ensuring that necessary funds are secured in a timely manner.

4. Daily Reporting:

• Prepare and send daily and periodic reports to the hospital management, as per set guidelines and requirements.
• Highlight trends in complaints and suggest proactive measures to reduce client grievances in the future.

5. Compliance and Confidentiality:

• Ensure all investigations and communications comply with hospital policies and healthcare regulations.
• Maintain confidentiality of all patient and staff information throughout the grievance handling process.

Desired Candidate Profile:

• Bachelor’s degree in Healthcare Management, Business Administration, or a related field.
• Strong communication and interpersonal skills.
• Ability to manage conflicts professionally and maintain a calm demeanor under pressure.
• Attention to detail and ability to analyze data effectively.
• Experience with debt collection and fund management.
• Proficiency in using reporting tools and email correspondence.
• Ability to review and interpret CCTV footage for investigation purposes.
• Prior experience in a hospitality or healthcare setting preferred.