Motherhood Hospital is looking for a energetic 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 workplace.
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