Customer Care Manager

Job Description- Customer Care Manager
Operational Objectives
1. To be comprehensively aware of all the procedures & prices relating to IVF treatment
2. To effectively communicate and convey to the patients about Nova USPs
3. To convince the patients on the ability of Nova's science, transparency and ethics
4. To follow up with IVF advised patients to ensure that they take up procedures with Nova
5. To be a part and analyze & present the data on Happiness Index and the related work to the CM in
the
Centre Meetings
6. To ensure that the patient gets the right information, support and advice on the procedure to be
taken
7. To measure and achieve the effectiveness of goals set from time to time by the Management
8. To maintain patient focus and answering to their enquiries by using the SOPs.
9. To provide capacity building, handholding and mentoring support to other Relationship Managers
as and
when required
10. To ensure availability of potential IVF Patients during the Circle of Hope program in coordination
with the
psychological counsellors.
11. To make sure that the SIVIS is been used on real time basis at the centers and input all the
required data
12. To contribute towards knowledge sharing and cross learning which will help in increasing the
domain
knowledge as well as contribute towards performance
Key Result Areas
†Target V. Achieved - Happiness Index for the quarter and year.
†Increasing Patient satisfaction index
• Reduce number incidents of deviation from policy guidelines
• % adherence to systems and processes in place for all the functions under purview
Qualification Graduate in any discipline (health background preferred)