Job Title: Customer Experience Manager (OP/IP)

Location: Motherhood Hospital, Saravanampatti, Coimbatore

About the Role

Motherhood Hospital is looking for a dynamic and customer-focused Customer Experience Manager to ensure seamless patient experiences across Outpatient (OP) and Inpatient (IP) services. The ideal candidate will lead front-office operations, enhance patient satisfaction, manage service excellence initiatives, and coordinate with clinical and non-clinical teams to deliver exceptional healthcare services.

Key ResponsibilitiesOutpatient (OP) Operations
- Ensure adequate manpower planning based on patient footfall with the right mix of senior and junior staff.
- Prepare and monitor duty rosters for Service Line Managers (SLMs) and OPD Customer Experience Executives.
- Monitor leave, attendance, and absenteeism to minimize operational disruption.
- Ensure smooth functioning of OP software systems and equipment.
- Maintain a clean, organized, and welcoming OPD environment.
- Conduct daily team briefings to communicate updates, appreciate achievements,



and resolve operational concerns.
- Ensure the team is aware of daily appointments, consultant schedules, specialties, and promotional offers.
- Be present during peak OP hours to monitor operations and support the team.
- Coordinate and oversee VIP patient visits and special arrangements.
- Conduct regular OPD rounds to ensure cleanliness, patient comfort, and service quality.
- Proactively manage patient waiting times and service delays.
- Monitor SLM conversions, bed bookings, follow-ups, and health check package conversions.
- Coordinate internal marketing activities to maximize patient engagement.
- Build robust working relationships with consultants and address their operational requirements.
- Share patient feedback with consultants and relevant departments.
- Track patient complaints, ensure timely resolution as per TAT, and follow the escalation matrix.
- Coordinate with corporate teams for quali

📌 Customer Experience Manager (Coimbatore)
🏢 MotherHood Hospitals
📍 Coimbatore