Urgent hiring For Soft Skills Trainer_ Gurgaon

Role & responsibilities

• Training & Development

• Conduct regular training sessions for receptionists, nurses, patient coordinators, and other patient-facing staff on soft skills, empathy, and communication.
• Train staff on the entire IVF patient journey from consultation to discharge, including complex areas like OPU, ET, ANC, and feedback touchpoints.
• Design and roll out induction and refresher training programs aligned with patient-centric practices.
• Organize role plays, audits, and knowledge assessments to monitor training effectiveness.

• Process Adherence & Audit

• Conduct regular service & grooming audits to check compliance with patient experience SOPs.
• Share action points with Center Heads and Patient Experience team for improvement.

• Complaint & Feedback Analysis

• Analyze patient complaints, identify recurring gaps, and build training interventions accordingly.
• Monitor NPS and feedback scores for each center and support low-performing units through focused coaching.

• Content & SOP Development

• Develop training content, job aids, and SOPs that are simple, relevant, and implementable at the center level.

• People Management

• Identify high-potential employees and support their development into stronger patient-facing roles.

Key Performance Indicators (KPIs):

• Training coverage (%) across assigned centers
• Improvement in NPS and feedback response rate post training
• Reduction in service-related complaints
• Performance improvement of low-scoring centers

Skills & Competencies:

• Strong communication and facilitation skills
• Empathy, emotional intelligence, and patient-centric mindset
• Good understanding of the IVF treatment lifecycle and patient needs
• Conflict resolution and coaching abilities
• Analytical and report-writing skills
• Willingness to travel across centers frequently