- 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.
- 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)
- 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 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 streamline the Admission and Discharge process and implement a smooth billing process.
- To ensure the customer appointment booking process functions smoothly.
- To ensure smooth admission and discharge process resulting in a seamless billing process.

📌 Customer Experience Manager (India)
🏢 Sahyadri Hospitals
📍 India