Executive - Customer Experience

Executive - Customer Experience

Key Responsibilities

• Outpatient (OP) Services:

• Greet all customers

  with warmth and politeness, guiding them to their required area.
• Attend to all guests promptly, coordinate services as per their needs, and

  recognize repeat customers

  with personalized greetings.
• Assist customers with filling out registration and other necessary forms, then complete the registration process to generate

  UHID Cards

  .
• Provide special attention to

  VIP customers

  , ensuring all departments are alerted for smooth service delivery.
• Keep customers comfortable and updated on any changes to their schedule.
• Listen attentively to customer queries, respond appropriately, and escalate complex issues to a senior team member.
• Provide timely updates on patients to their relatives.
• Coordinate patient movement to consultant chambers, tracking waiting patients, and scheduling

  walk-in patients

  as open slots become available.
• Make reservations for beds, booking the appropriate bed type as required.

• Admissions:

• Receive and process admission requests.
• Ensure all admission documents are completed and signed, and that the patient portal is filled out accurately.
• Collect the necessary

  deposit

  .
• Escort the patient to their room and inform the nursing station and concerned consultant about the admission.

• Administrative Duties:

• Utilize the

  Hospital Information System

  to prepare bills by accurately entering all lab orders, medications, and services.
• Ensure all daily reports from various floors and areas are sent to the concerned authority without fail.
• Maintain daily records, including a

  New Registration Tracker

  , OPD count, and daily collections.
• Ensure the general cleanliness and welcoming atmosphere of the floor, including stocked magazine and pamphlet stands, and ambient music in the OP area.
• Communicate clearly with both the clinical and administrative teams to ensure smooth operations.

• Service & Inter-departmental Coordination:

• Embody the

  Service Vision

  by delivering personalized and empathetic care to every customer.
• Engage respectfully and build rapport with clinicians and colleagues.
• Coordinate with support departments to ensure customers are comfortable and that services meet established standards.

Educational Qualifications

• A bachelor's degree in a relevant field is preferred.

Required Skills

• Customer Service:

  Exceptional interpersonal skills with a polite and empathetic demeanor.

• Organizational Skills:

  Excellent ability to manage multiple tasks, from registration and billing to coordinating patient movement.

• Communication:

  Strong verbal and written communication skills to interact effectively with customers, families, and staff.

• Attention to Detail:

  Meticulous in handling documentation, billing, and data entry.

• Problem-Solving:

  The ability to calmly and effectively resolve customer queries and escalate issues when necessary.

• IT Proficiency:

  Familiarity with hospital information systems and administrative portals.

• Teamwork:

  A proactive and collaborative mindset to ensure smooth inter-departmental operations.