Assistant Manager - Customer Experience

Responsibilities :

Responsible for seamless Customer Experience at the facility; adherence to all SoPs

Ä @ OP:

Resource Planning:

- Ensure shifts are manned as per expected footfall; correct mix of senior/ junior staff.

- Oversee Duty roster for SLM’s & OPD CXE’s - ensure correct mix of senior & junior staff & adherence.

- Monitor leave and absenteeism to reduce impact on operations.

- Ensure software and equipment functioning is optimal.

- OP area is clean and welcoming.

Ä Operations:

- Conduct daily briefing with the SLM & OP team – appreciate good work, address issues, update them on new information.

- Ensure all team members are aware of appointments for the day; consultant availability; specialties; new offers.

- To be available in the OP areas during peak times.

- Personally oversee VIPs arrangements as per their requirements.

- Take Rounds in all OPDs especially during peak times; ensure cleanliness and freshness.

- Ensure that customers are comfortable at all times, delays are handled proactively as per standard.

- Keep track of SLM conversions; bed booking and follow ups.

- Oversee all health check packages conversions.

- Oversee all internal marketing events to maximize productivity.

- Meet Consultants regularly , work closely with them and keep track of their requirements.

- Regularly share customer feedback with respective doctor.

- Track customer complaints, ensure the escalation matrix is adhering to TAT’s, personally ensure closure of issues.

- Interface with Corporate for all activities at Unit; initiatives towards quality improvement.

- Ensure adherence to all SoP’s; department compliance for certifications, audits, awards assessments.

- Ensure accuracy and timely submission of all standard reports - daily , monthly.

Ä @ IP:

- Meet the new admissions.

- Take rounds ; meet all patients their attenders and ensure well-being.

- Track issues reported and closure status as per TAT – expedite pending issues.

Ä Financial:

- Ensure all diagnosis / consultations are accounted for in HIS.

- Responsible for accurate daily billing and collection of OPD & IPD.

- Ensure no revenue leakage; discounts are followed as per policy; follow up on outstandings /dues.

- Responsible for Insurance submission, recovery & disallowance.

Ä Responsible for Outstanding Service Experience Delivery:

- Ensure self & team is well-groomed as per standard; maintain discipline and decorum.

- Responsible for the implementation of the Service Vision – ensures service experience creates customer delight.

- Focuses on enhancing customer experience, through personal interaction and involvement in fulfilling their expectations.

- Offers suggestions that strengthen the service offering, based on real-time understanding of gaps.

- Coordinates with all departments to ensure customers are comfortable and services are as per standard; issues are resolved within TAT.

Ä Consultant Relationship:

- Has a good relationship with consultants builds rapport and works well with them.

Ä Team Management:

- Provides strong leadership and direction; inspires team to perform exceptionally.

- Hires the right fit – functional skills and service attitude are aligned.

- Induction of new hires : effective department induction; complete understanding of processes.

- Manages performance: builds and grows talent through training, learning and on job assignments.

- Plans and implements training & upskilling.

- Evaluates performance and advances the professional development of team.

- Builds competent 2nd line.

- Ensure team discipline and adherence to policy and guidelines.

- Ensures team well-being, retention and commitment; provides counselling and guidance.

- Champions programs that appreciate, recognize and reward outstanding service.

- Involved actively in Welfare activities, working with HR & other departments to build a caring work environment for all.

Regards,

Motherhood HR