Deputy Manager Service Excellence & Digital Adoption

Job Description

Service Excellence Lead unit and departmental process improvement programs to enhance patient satisfaction. Implementing the designed programs which create a positive patient experience and promote service excellence. Foster a sense of teamwork in all of the organization to active participate in process improvement and drive culture changes. Create a system to handle, respond and address the complaints from patients and visitor in timely manner. Regular review, action and preventive measures to ensure process are in place and repeat complaints are eradicated. provide communications, training to coordinators and staff at all levels of the unit to ensure competency, commitment and compliance with service excellence programs and initiatives. To ensure world class patient experience that reflects in Google rating, Net Promoter Score, Feedback and Star rating etc. Implement all digital initiative of organization like NH care App, EMR, Online appointment, System and provide feedback to software team. Create awareness and drive utilization of digital service transformation program among staff, other department and customers. Perform active and passive service excellence audits to understand and identify the required training program to raise the bar at all the levels of service delivery. Prepare daily/weekly/monthly reports on service excellence transformation progress / service quality / customer satisfaction and all negative and critical feedback analysis to the senior management. Conducting weekly/monthly review with the internal team for the necessary steps for the improvement. EMR management Training users' consultants, junior doctors, nursing staff, pharmacists and technicians. New joiners/users Introduce EMR, create their relevant configurations with IT support and provide product demo. Train users about potential uses of the existing product. New functionalities - Provide orientation to the users for new functionalities that gets implemented in each version / product upgrade (eg: Drug Interaction Alert, Pharmacy Update, Investigation list Update, CIMS clinical decision support system and its features to be introduced to all users). Data tracking and management for every roll out; measure and report key milestones on EMR adoption and focus on improving the adoption rate. Collaborative Responsivity Reporting the bug to central EMR team, perform user acceptance testing once resolved and get the end user sign off Understand the complexities of IP environment and the unique / specific requirements of the unit and plan a smooth roll out to improve the acceptance of all stakeholders Understand new end user requirements, prioritize and communicate to the central EMR team through proper documentation.