Manager-Customer Experience

Position- Manager- Customer Experience

Experience: 6+ years in Service Industry, preferably healthcare.

Role & responsibilities:

Operational

• To be responsible for supervising all customer touch points like IPD, OPD and Support Services, including Housekeeping, Security and Food & Beverage and ensure an exceptional level of customer experience
• To conduct detailed daily rounds of patient rooms and to meet patients and their relatives and address grievances, thereby, ensuring optimum patient satisfaction in all areas
• To supervise the activities of customer experience team and ensure their interaction with customers reflect positively on the company
• To assist in designing and implementing a mechanism to assign complaints and concerns to respective HODs for corrective action with closure timelines and due follow up.
• To submit operational tracker to the COO on a daily basis

Strategy & Planning

• To develop and implement Customer engagement plans, programs, and initiatives.
• To define and implement standards/procedures for ensuring optimal customer experience.
• To identify opportunities for enhanced service delivery through online and e-services delivery and the application of social media, mobile apps and technologies to optimize customer experience.
• To design and develop methodology and tools to capture and generate recurring complaint analysis reports for daily consumption and actionable.
• To prepare and implement the SOP to handle VIP/celebrity patients.
• To prepare and implement the room readiness SOP
• To create and implement an escalation matrix for complaint handling with adherence to level wise TAT.
• To prepare an SOP for Fam Trip(Patients/clients for understanding the facilities available)

Feedback Mechanism:

• To adapt a robust feedback mechanism that has all the listening and learning ports available to capture Patient feedback from all touch points and to resolve concerns and grievances and focus on reducing repeats.
• To ensure cross department collaboration and routine feedback and interaction mechanisms.
• To review feedback and interaction mechanisms routinely and analyse gaps for further improve and enhance.
• To capture service gaps/customer grievances in the form of a dashboard and actively work towards gap closure through appropriate action plan

OPD:

• To set up systems and processes to handle heavy OPD flows in order to minimize /eliminate delays.
• To ensure a system to reduce turnaround time for reports.
• To develop standard operating procedures for Corporate and VIP customers and ensure the best service.
• To continuously review the process flow to ensure smooth transactions.
• To ensure that the Front Desk of the hospital is always ready in all aspects to process new admissions and service existing customers
• To monitor OPD waiting time, and track mandatory reports(OPD Cancellation, Appointment Cancellation, Change in OPD timings/days)
• To track daily OPD conversions to various departments
• OPD schedule to be updated on monthly basis and mailed to all concerned

IPD:

• To streamline the Admission and Discharge process and implement a smooth billing process.
• To ensure a robust room allocation procedure and room reservation system is in place.
• To ensure standards for handling patient visitors/patient companions are being implemented.
• To prepare an SOP for in-room admission/discharge for VIP/celebrity patients

Call Centre:

• To ensure the customer appointment booking process functions smoothly.
• To develop a robust database of Customers for the Sales and Marketing department.
• To assist the Sales & Marketing team is advertising the organization as well as make cold calls.
• To review the process flow routinely.