Customer Experience Manager

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 attrition, leave and absenteeism to reduce impact on operations. • Ensure software and equipment functioning is optimal. • OP area is clean and welcoming. OP In charge & Billing: • Efficiently manage and optimize customer appointments to ensure smooth workflow and minimize waiting times. • Monitor and manage wait times in the Outpatient Department (OPD), implementing strategies to reduce waiting periods and enhance patient satisfaction. • Address and resolve customer complaints promptly and effectively while on the floor, ensuring a positive experience for all patients. • Supervise billing processes for consultations, laboratory tests, and scans within the OPD, ensuring accuracy and adherence to protocols. • Manage interactions with OPD customers both in-person and over the phone, providing assistance, information, and resolving queries efficiently. • Provide detailed reports on collection activities during shifts, including any discrepancies or issues, to the Cash Collection & Reconciliation In charge. • Facilitate smooth shift handovers by obtaining signoffs on reports and reviewing and approving them. 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 always comfortable, 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 doctors. • 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 SoP’s; department compliance for certifications, audits, awards assessments. • Ensure accuracy and timely submission of all standard reports - daily, monthly. • Responsible for customer feedback collection: CSAT: 4.5 (OP) / 4.7 (IP), NPS : 70 (OP) / 80 (IP) Google score - min 4.7 and Google reviews as per unit target, monthly 1 to 3 video testimonials, 4-8 written testimonials. • 3 LUA sessions to be conducted from both Positive & Negative feedback customers for enhancing the service experience. • Ensuring timely response on customer complaints received from write to us and mobile app complaints as per the TAT assigned based on the nature of complaints. • Drive Mobile app education and downloads across hospital touchpoints for all customers, including OP and IP, fostering awareness and adoption. • Spearhead integration of loyalty program education and point redemption within the app, focusing on OP billing customers. • Lead efforts to maximize app utilization for future appointments, emphasizing IP bookings and post-feature addition enhancements. • Handle customer queries forwarded by the call center team and provide timely responses. • Address walk-in appointments referred by the call center team and update status before communicating back to them. @ IP In charge/Coordinator & Admission: IP In charge/Coordinator • Greet and assist new inpatients, ensuring a smooth admission process and addressing any initial concerns or queries they may have. • Efficiently manage the admission process for inpatients, coordinating with relevant departments to ensure all necessary arrangements are in place. • Ensure that inpatient rooms are prepared and allocated appropriately, maintaining cleanliness and readiness for incoming patients. • Solicit feedback from inpatients and their families to assess satisfaction levels and improve services. • Promptly address any negative feedback and actively manage Google reviews to maintain a positive online reputation. • Proactively address any complaints or concerns raised by inpatients during their stay, conducting regular rounds to meet patients and their attenders and ensure their well-being. • Monitor and track reported issues, ensuring they are addressed within the stipulated Turnaround Time (TAT). • Take proactive measures to expedite the resolution of pending issues to enhance overall patient experience. • Offer financial counseling to inpatients, explaining billing details and obtaining sign-offs based on daily provisional bills to ensure transparency and understanding. • Coordinate the final payment process for inpatients with IP Billing team, ensuring all financial transactions are completed accurately and efficiently. • Coordinate with IP billing team on discharge formalities, ensuring a smooth transition for patients leaving the facility

IP Admission • Facilitate the completion of all necessary admission formalities for patients, ensuring compliance with hospital protocols and regulations. • Collect all mandatory documents from patients as per hospital requirements, ensuring accurate record-keeping and compliance with legal and administrative standards. • Clarify and reconfirm cost estimates with patients, ensuring transparency and understanding regarding expected expenses for their stay. • Ensure meticulous adherence to all admission documentation procedures, accurately recording patient information and ensuring completeness of records. • Collect signed copies of estimates from patients and promptly submit them to the Inpatient (IP) Billing department for further processing and billing. Financial: • Ensure all diagnosis / consultations are accounted for in HIS (tariff configuration and updates). • Responsible for accurate daily billing and collection of OPD. • Package creations for OPD, Vaccination, Health Check, Gync Procedures, Pregnancy related. • Ensure no revenue leakage; discounts are followed as per policy; follow up on outstandings /dues. • Support unit Finance Manager & IP billing team in timely Insurance submission, with accurate billing for faster clearance and discharge of IP patients. • Data tracking, analysis and reporting of relevant KPIs. 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 individual performances, builds and grows in house talent through training, learning and on job assignments. • Assist with Task Force support and mentor to new CXMs entering the world of Motherhood Hospitals. • 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.

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