Greetings from Motherhood Hospital!

Location - Sarjapur, Bangalore.

Qualification - Any Gradute.

Experience -6+yrs

We are looking for Assistant Manager - Customer Experience .

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

Resource Planning

- Ensure shifts are manned as per expected footfall; correct mix of senior/ junior staff.
- Oversee Duty roster for SLMs & OPD CXEs - 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.

Operations
- Conduct daily briefing with the SLM & OP team appreciate positive 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 TATs, personally ensure closure of issues.
- Interface with Corporate for all activities at Unit; initiatives towards quality improvement.
- Ensure adherence to all SoPs; department compliance for certifications, audits, awards assessments.
- Ensure accuracy and timely submission of all standard reports - daily , monthly.

@ 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.

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.

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.

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

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.

If Interested Kindly reply with your updated Resume along with below details :

Total Exp

CCTC

ECTC

Notice Period

Regards

Irfan [email protected] https://www.linkedin.com/groups/14122346/

📌 Assistant Manager - Customer Experience , Motherhood Hospital (Bengaluru)
🏢 Rhea Healthcare
📍 Bengaluru