Process and Customer Experience Manager responsibilities include developing and managing the framework for process, service quality and customer experience for all service lines under Surgery care.This role will ensure end to end process streamlining and enhancements via QA and QC measures across functions to ensure best quality of care, customer experience, business growth and scalability.In this role, you will liaise with cross-functional internal teams (Ops, Customer support, Inside Sales, Product & Tech, Marketing, Sales & AM, Finance) to improve the entire customer experience and drive process improvements. This role will require connecting with all internal and external stakeholders to ensure timely issue resolutions, process enhancements, facilitation in recent process implementations and preparing yearly, quarterly, monthly, weekly performance reports and arranging team reviews.This position may require occasional travel.
Key Roles & Responsibilities:
Customer Experience (NPS, CSAT and DSAT)-
- Lead, manage and monitor the entire CSAT framework to ensure CSAT,
DSAT and NPS process flow
- Explore and introduce channels and mechanisms to capture customer feedback and surveys to increase the response rate and CSAT coverage
- Facilitate and help all functions in driving CSAT and NPS as a customer experience metric and achieve the targets
- Ensure timely and accurate data collation and update for all; weekly, bimonthly and monthly reports and analysis for CSAT and NPS
- Develop and execute strategies to enhance the customer experience for patients and the healthcare providers.
Process and Quality assurance-
- Ensure identification of the process gaps and timely CAPA to enable continuous process improvement
- Required to monitor and manage RCAs for all Clinical and non clinical escalations and Incidents
- Ensure 100% RCA completion and closure for all Sales and Operations RCA s as a part of Detractor analysis and all Corporate escalations
- Monitor an