Manager - Service Excellence

Job Description

Voice Of Customer (VoC) Management Oversee AIFS (Apollo Instant Feedback System) to capture real-time patient feedback at all touchpoints.Partner with Gallup to benchmark patient satisfaction metrics against global standards and convert insights into service improvements.Analyze qualitative/quantitative feedback to develop new patient-centric services. Post-Discharge Service Coordination Manage the Centralized Post-Discharge Calling program, ensuring follow-ups for medication adherence, appointment scheduling, and care continuity.Use discharge feedback to refine clinical pathways and staff training programs. Employee Engagement & Training Implement Human Sigma methodologies to align employee engagement with patient satisfaction outcomes.Conduct workshops to foster a culture of “small acts of kindness” and service ownership among staff. Operational Excellence Collaborate with departments to redesign patient touchpoints (e.g., rebranding waiting areas as “family reception zones”).Optimize processes in high-demand service corridors (e.g., emergency departments) using data analytics. Quality Assurance & Compliance Ensure adherence to AIMA and Hospital Management Awards standards in service delivery.Monitor KPIs like patient retention, complaint resolution time, and service turnaround efficiencyJob Identification 28789 Posting Date 05/02/2025, 07:51 AM Apply Before 05/30/2025, 07:51 AM Degree Level Master's Degree Job Schedule Full time Locations 127, Shankarsheth Rd, , Pune, Maharashtra, 411042, IN