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Assistant Manager
Narayana Health
posted 4hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
This position is administratively responsible to achieve highest level of customer satisfaction through sustained trainingmotivatingteam buildingand process transformation of all patient care services. He/She will be responsible for prompt and timely service delivery as per the standard TAT defined and creating Wow experience in all relations ships in the hospital. He will coordinate and supervise various functions across all the service delivery matrices of outpatient and inpatient services and achieve the highest customer retention.
Job Responsibilities:
- Lead unit and departmental process improvement programs to enhance patient satisfaction.
- Implementing the designed programs which create a positive patient experience and promote service excellence.
- Foster a sense of teamwork in all areas of the organization to actively participate in process improvement and drive cultural changes.
- Create a system to handlerespond and address the complaints from patients and visitors in timely manner.
- Regular Reviewactionand preventive measures to ensure process are in place and repeat complaints are eradicated.
- Provides communicationstraining to coordinators and staff at all levels of the unit to ensure competencycommitment and compliance with service excellence programs and initiatives.
- To ensure world class patient experience that reflects in Google ratingNet Promoter scorefeedbackand Star rating etc
- Implement all digital initiatives of organization like NH care AppEMRonline appointment system and provide feedback to software team.
- Create awareness and drive utilization of digital and service transformation program among staffother departmentsand customers.
- Perform active and passive service excellence audits to understand and identify the required training program to raise the bar at all levels of service delivery.
- Prepare daily/ weekly/ monthly report on service transformation progress / Service quality/ customer satisfaction and all negative and critical feedback analysis to the senior management.
- Conducting weekly/ Monthly review with the internal team for the necessary steps for the improvement
PERFORMANCE MEASURES:
- Patient feed back collected & score achieved.
- Reduction in Customer complaints
- NPS score
- Google score.
- Quality improvement projects and Process reengineering programs such as JCI and Baldridge.
REQUIRED KNOWLEDGESSKILLSABILITIES AND ATTRIBUTES:
- Thorough knowledge of best practices and tools for creating culture of service excellence.
- Good knowledge of hospital processservices and departments.
- Customer focused and good at relationship management
- Skill in facilitating collaboration and coordination among various departments
- Ability to motivate and engage others in new ideas and processes.
- Ability to communicate effectively & engage with patients.
- Analytical mindset and familiar with data intelligence tools such as BIdashboards.
- Digital native and familiar with modern technologies
Employment Type: Full Time, Permanent
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What people at Narayana Health are saying
Rating based on 10 Assistant Manager
reviews
Anonymous · Administration & Facilities
in Kolkata
Likes
Job security is good with leaning and supportive environment by management team
- Salary - Good
+6 more
Dislikes
Low career growth
Assistant Manager salary at Narayana Health
reported by
50
employees
with 4-15
years exp.
₹3.2
L/yr - ₹8.1
L/yr
32%
less
than the average Assistant Manager Salary in India
View more details
What Narayana Health employees are saying about work life
based on 1.5k employees
Flexible timing
Monday to Saturday
No travel
Day Shift
Narayana Health Benefits
Health Insurance 
Job Training 
Soft Skill Training 
Cafeteria 
Education Assistance 
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