Service Line Manager

OP:

Resource Planning:

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Ensure shifts are manned as per expected footfall; correct mix of senior/ junior staff.

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Oversee Duty roster for SLM’s & OPD CXE’s - ensure correct mix of senior & junior staff & adherence.

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Monitor attrition, leave and absenteeism to reduce impact on operations.

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Ensure software and equipment functioning is optimal.

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OP area is clean and welcoming.

OP In charge & Billing:

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Efficiently manage and optimize customer appointments to ensure smooth workflow and minimize waiting times.

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Monitor and manage wait times in the Outpatient Department (OPD), implementing strategies to reduce waiting periods and enhance patient satisfaction.

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Address and resolve customer complaints promptly and effectively while on the floor, ensuring a positive experience for all patients.

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Supervise billing processes for consultations, laboratory tests, and scans within the OPD, ensuring accuracy and adherence to protocols.

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Manage interactions with OPD customers both in-person and over the phone, providing assistance, information, and resolving queries efficiently.

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Provide detailed reports on collection activities during shifts, including any discrepancies or issues, to the Cash Collection & Reconciliation In charge.

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Facilitate smooth shift handovers by obtaining signoffs on reports and reviewing and approving them.

 Operations:

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Conduct daily briefing with the SLM & OP team – appreciate good work, address issues, update them on new information.

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Ensure all team members are aware of appointments for the day; consultant availability; specialties; new offers.

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To be available in the OP areas during peak times.

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Personally oversee VIPs arrangements as per their requirements.

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Take Rounds in all OPDs especially during peak times; ensure cleanliness and freshness.

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Ensure that customers are always comfortable, delays are handled proactively as per standard.

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Keep track of SLM conversions; bed booking and follow ups. JOB DESCRIIPTIION ~ Custtomer Experiience Manger

People & Team Management:

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Oversee all health check packages conversions.

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Oversee all internal marketing events to maximize productivity.

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Meet Consultants regularly, work closely with them and keep track of their requirements.

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Regularly share customer feedback with respective doctors.

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Track customer complaints, ensure the escalation matrix is adhering to TAT’s, personally ensure closure of issues.

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Interface with Corporate for all activities at Unit; initiatives towards quality improvement.

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Ensure adherence to all SoP’s; department compliance for certifications, audits, awards assessments.

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Ensure accuracy and timely submission of all standard reports - daily, monthly.

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Responsible for customer feedback collection: CSAT: 4.5 (OP) / 4.7 (IP), NPS : 70 (OP) / 80 (IP)

Google score - min 4.7 and Google reviews as per unit target, monthly 1 to 3 video testimonials, 4-8 written testimonials.

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3 LUA sessions to be conducted from both Positive & Negative feedback customers for enhancing the service experience.

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Ensuring timely response on customer complaints received from write to us and mobile app complaints as per the TAT assigned based on the nature of complaints.

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Drive Mobile app education and downloads across hospital touchpoints for all customers, including OP and IP, fostering awareness and adoption.

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Spearhead integration of loyalty program education and point redemption within the app, focusing on OP billing customers.

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Lead efforts to maximize app utilization for future appointments, emphasizing IP bookings and post-feature addition enhancements.

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Handle customer queries forwarded by the call center team and provide timely responses.

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Address walk-in appointments referred by the call center team and update status before communicating back to them.

 @ IP In charge/Coordinator & Admission:

IP In charge/Coordinator

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Greet and assist new inpatients, ensuring a smooth admission process and addressing any initial concerns or queries they may have.

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Efficiently manage the admission process for inpatients, coordinating with relevant departments to ensure all necessary arrangements are in place.

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Ensure that inpatient rooms are prepared and allocated appropriately, maintaining cleanliness and readiness for incoming patients.

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Solicit feedback from inpatients and their families to assess satisfaction levels and improve services.

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Promptly address any negative feedback and actively manage Google reviews to maintain a positive online reputation.

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Proactively address any complaints or concerns raised by inpatients during their stay, conducting regular rounds to meet patients and their attenders and ensure their well-being.

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Monitor and track reported issues, ensuring they are addressed within the stipulated Turnaround Time (TAT).

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Take proactive measures to expedite the resolution of pending issues to enhance overall patient experience.

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Offer financial counseling to inpatients, explaining billing details and obtaining sign-offs based on daily provisional bills to ensure transparency and understanding.

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Coordinate the final payment process for inpatients with IP Billing team, ensuring all financial transactions are completed accurately and efficiently.

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Coordinate with IP billing team on discharge formalities, ensuring a smooth transition for patients leaving the facility.

Job Type: Permanent

Pay: From ₹25,000.00 per month

Benefits:

• Health insurance

Ability to commute/relocate:

• Alwarpet, Chennai - 6000018, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Education:

• Diploma (Preferred)

Experience:

• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person