Centre Experience Manager

As a Centre Experience Manager at BetterWay, you play a crucial role in ensuring that every patient receives a holistic and empowering care experience. Your responsibilities will include: - Delivering Best Patient Experience: - Listen to patients, provide guidance, and offer reassurance at every touchpoint. - Ensure patients are never left unattended and understand the next steps in their care journey. - Address patients" concerns and feedback promptly and empathetically. - Upholding High OPD & Procedure Standards: - Collaborate with the OPD Supervisor and staff to ensure adherence to SOPs, especially regarding hygiene, punctuality, and courtesy. - Conduct daily assessments to maintain hygiene standards, availability of materials, staff grooming, and overall OPD readiness. - Proactively identify and communicate infrastructural or supply needs. - Quality Monitoring & Improvement: - Identify recurring issues in patient care and service delivery, taking corrective actions. - Gather feedback from patients through conversations or forms to drive actionable improvements. - Brand Representation: - Confidently communicate BetterWay's vision, treatment processes, special programs, outcomes, and unique offerings to patients. - Ensure staff can also effectively engage with patients and maintain printed collaterals for patient education. - Inform walk-ins about packages or offers without selling or pushing services. - Crisis Management: - Ensure patient comfort during escalations, absences of key personnel, or grievances, and provide timely solutions. - Collaborate with Operations and Medicine teams to address and resolve any escalations effectively. In this role, you can expect: - Opportunity to contribute to building a reimagined healthcare platform for chronic care. - A dynamic work environment working closely with expert teams. - Autonomy and ownership in your responsibilities from day one. - Learning opportunities and mentorship from industry leaders. Desired Qualifications: - People-first mindset with a passion for hospitality, wellness, or healthcare. - Strong communication skills in English and Hindi. - Hospitality background preferred, with experience in customer service or people-facing roles. - Attention to detail and ability to manage escalations and priorities effectively. Join BetterWay as a Centre Experience Manager for a fulfilling and challenging role in the healthcare industry. Benefits include health insurance and Provident Fund. This is a full-time, permanent position with day shifts and weekend availability required. Work location is in person. The expected start date is 30/06/2025.,