Manager - Service Excellence

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 efficiency
• Job Identification 28789
• Posting Date 06/26/2025, 08:04 AM
• Apply Before 06/30/2025, 08:04 AM
• Degree Level Master's Degree
• Job Schedule Full time
• Locations 127, Shankarsheth Rd, , Pune, Maharashtra, 411042, IN