Assistant Manager - Manager (Customer Experience)

Job Description

Role & responsibilities @ OP: 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 good 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 TAT’s, personally ensure closure of issues. - Interface with Corporate for all activities at Unit; initiatives towards quality improvement. - Ensure adherence to all SoP’s; 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 Responsible for seamless Customer Experience at the facility; adherence to all SoP’s @ OP: Resource Planning: - Ensure shifts are manned as per expected footfall; correct mix of senior/ junior staff. - Oversee Duty roster for SLM’s & OPD CXE’s - 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 good 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 TAT’s, personally ensure closure of issues. - Interface with Corporate for all activities at Unit; initiatives towards quality improvement. - Ensure adherence to all SoP’s; 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. Preferred candidate profile - Good Interpersonal Skills; team player; dependable; patient - Empathic, communicating effectively ,connects well with all stakeholders - Fluency in English and Regional language - Strong leadership skills : ability to influence , focused and capable of successfully meeting goals - Logical thinker, makes decisions smartly and quickly - Passionate about driving Outstanding Service, enable team to excel, understands customers & enjoys assisting them - Eye for detail; accurate and thorough in follow up and completion of tasks - Works well under pressure, maintains calm; seeks to resolve situations gracefully