Job Overview:

The Grievance Management Consultant will play a key role in handling, addressing, and resolving grievances from beneficiaries and stakeholders related to the health programs under the National Health Authority. This position requires effective communication skills, problem-solving abilities, and a thorough understanding of the policies and frameworks of the NHA's healthcare initiatives. The consultant will ensure smooth and timely resolution of complaints, enhance beneficiary satisfaction, and contribute to the overall improvement of the grievance redressal mechanism.

Extendable Co-terminus Contract for 2 years.

Key Responsibilities:

- Manage and resolve grievances and complaints from beneficiaries and stakeholders related to various health schemes like PM-JAY (Pradhan Mantri Jan Arogya Yojana) and others under NHA's purview.
- Acknowledge, investigate, and ensure timely resolution of complaints through CGRMS (Central Grievance Redressal Management System) and CPGRAMS (Centralized Public Grievance Redress and Monitoring System).
- Analyze the nature and trends of grievances received and prepare detailed reports. Share insights with management for improvement in processes and procedures. Prepare periodic reports for senior leadership on the status of grievances, highlighting critical issues and resolutions.
- Coordinate with relevant stakeholders, including state and district officials, hospitals, insurance providers and healthcare facilities, to ensure proper resolution of grievances.
- Collaborate with the IT team to troubleshoot technical issues related to grievance management systems.
- Assist beneficiaries in understanding their rights, the grievance redressal process, and provide guidance on how to register complaints.



Provide empathetic and effective communication to beneficiaries and ensure they are kept informed about the status of their grievances.
- Suggest improvements in grievance handling processes based on analysis and feedback from beneficiaries. Contribute to the development and refinement of grievance management policies, SOPs (Standard Operating Procedures), and best practices for grievance redressal.
- Assist in training and capacity-building activities for internal teams and stakeholders related to grievance management processes. Ensure that all relevant personnel are updated with the latest grievance management protocols and systems.
- Manage escalated grievances and ensure prompt resolution, liaising with senior management when necessary.
- Identify systemic issues leading to frequent grievances and provide recommendations for resolution or mitigation.

Qualifications, Experience and Skills:

- Minimum Graduation with 5-8 years of experience in (Public Health or Insurance industry) Prior experience working with government programs or health schemes like PM-JAY is desirable.

Skills and Competencies:

- Strong analytical skills and the ability to generate insights from data.
- Excellent communication skills, both verbal and written, with the ability to interact effectively with beneficiaries, stakeholders, and senior management.
- Proficient in using grievance management systems like CGRMS and CPGRAMS, and other relevant software tools.
- Problem-solving abilities with a focus on customer satisfaction and process improvement.
- Strong interpersonal skills with the ability to work in a team environment and independently.
- A valuable understanding of health systems, policies, and government schemes is a plus.

Work Environment and Conditions:

- Ability to work in a fast-paced environment with varying levels of complexity in grievances.
- Occasional travel may be required to support grievance management activities at the state or district level.

📌 Grievance Management Specialist_NHA_Delhi (New Delhi)
🏢 National Institute for Smart Government (NISG)
📍 New Delhi