Group Customer Excellence Manager

Job

Location:

Experience Required:

Preferred

Key Responsibilities:

Team

• Lead and oversee the team of Customer Experience Managers (CEMs) across various OPD functions.
• Assign responsibilities and ensure efficient coordination between CEM-W, CEM-R, and CEM-C teams.
• Conduct regular performance reviews, provide feedback, and implement professional development plans.

Operational

• Monitor and ensure adherence to defined workflows and patient service standards.
• Streamline processes to enhance efficiency and reduce patient wait times.
• Analyze key performance metrics to identify areas of improvement and implement corrective measures.

Patient

• Ensure exceptional patient service through empathetic communication and personalized attention.
• Manage escalations and resolve conflicts effectively to maintain patient satisfaction.
• Collaborate with DEMs and Digital Desk Executives to ensure seamless integration of digital tools into the patient journey.

Hospitality

• Leverage prior hospitality experience to provide premium patient services.
• Align team performance with the hospitals healthcare goals, ensuring a balance between operational efficiency and patient care.

Conflict

• Mediate and resolve conflicts within teams or between staff and patients to ensure a harmonious work environment.
• Implement strategies to address patient complaints and concerns promptly and effectively.

Metrics and

• Track and report metrics such as NPS (Net Promoter Score), patient satisfaction, and operational KPIs.
• Develop and present regular reports to senior management, highlighting successes and areas for improvement.

Technology

• Ensure that teams are proficient in using hospital management systems and digital platforms.
• Advocate for and implement new technological solutions to optimize patient experience and workflows.

Key

• Proven leadership and team management skills.
• Strong communication skills in English, Hindi, and Telugu.
• Excellent interpersonal skills to build positive relationships with patients and staff.
• Conflict resolution expertise to address issues tactfully and effectively.
• Process-oriented mindset with a focus on metrics-driven decision-making.
• Tech-savvy with a keen interest in leveraging digital tools for efficiency.

Preferred

• 4+ years of hospitality experience in reputed organizations, such as 4- or 5-star hotels.

• Job

  previous experience in the healthcare sector is highly desirable.