Service Excellence Manager

Role & responsibilities

Service Excellence Key Responsibilities:

1. Monitor and assess patient satisfaction: Conduct regular assessments and surveys to measure patient satisfaction levels. Analyze feedback and identify areas for improvement to enhance the overall patient experience.
2. Training and development: Coordinate and deliver training programs for staff to enhance their customer service skills, communication, and empathy towards patients and their families. Provide ongoing support and coaching to staff members to ensure consistent delivery of exceptional service.
3. Process improvement: Identify process gaps or bottlenecks that impact patient experience. Work collaboratively with cross-functional teams to streamline processes, eliminate barriers, and improve service efficiency.
4. Complaint management: Handle escalated patient complaints and concerns in a timely and empathetic manner. Investigate root causes, provide resolutions, and implement preventive measures to address recurring issues.
5. Collaborate with departments: Liaise with various departments and stakeholders to promote a patient-centered approach and ensure alignment of service delivery across the hospital. Foster strong relationships to facilitate effective communication and collaboration.
6. Data analysis and reporting: Collect, analyze, and interpret data related to service quality, patient satisfaction, and other relevant metrics. Prepare reports and present findings to management, highlighting areas of improvement and suggesting actionable strategies.

House Keeping Key Responsibilities:

1. Team Management: Oversee the housekeeping staff, including hiring, training, scheduling, and performance management. Ensure proper staffing levels for efficient operations and maintain a positive work environment.
2. Cleaning and Sanitization: Develop and implement cleaning protocols, procedures, and schedules to maintain a high standard of cleanliness and hygiene throughout the hospital. Ensure compliance with infection control guidelines and regulatory requirements.
3. Inventory and Supply Management: Manage inventory of cleaning supplies, equipment, and linens. Coordinate with suppliers to ensure an adequate stock of supplies and materials. Monitor usage, control costs, and implement effective waste management practices.
4. Quality Assurance: Conduct regular inspections to ensure cleanliness, sanitation, and adherence to quality standards. Address any deficiencies or issues promptly and implement corrective actions as necessary. Continuously strive for improvement in service delivery.
5. Safety and Hazardous Waste Management: Ensure compliance with safety protocols and guidelines to maintain a safe working environment for the housekeeping staff and patients. Properly handle and dispose of hazardous waste according to regulatory requirements.
6. Collaboration with Other Departments: Coordinate and collaborate with other departments, such as Infection Control, Facilities Management, and Nursing, to ensure smooth operations and effective communication. Participate in multidisciplinary meetings and committees as needed.
7. Training and Development: Provide training and ongoing education to housekeeping staff on cleaning techniques, infection control, safety procedures, and customer service. Foster a culture of continuous learning and professional development.
8. Budgeting and Cost Control: Prepare and manage the department's budget, including labor costs, supplies, and equipment maintenance. Identify opportunities for cost savings and efficiencies without compromising quality.
9. Performance Monitoring and Reporting: Monitor and analyze performance metrics, such as productivity, quality, and customer satisfaction. Prepare reports and present findings to senior management. Implement strategies to improve performance and achieve departmental goals.
10. Emergency Preparedness: Develop and implement emergency response plans related to housekeeping, including procedures for spills, infectious outbreaks, and disaster situations. Ensure staff readiness and adherence to emergency protocols.

• To Participate Comprehensively in all quality program.
• Ensure compliance to JCI, NABH and such other accreditations.
• To implement and overlook the FMS plans and Quality Improvement processes if any.
• Oversight in direction of hazmat & waste program

Preferred candidate profile