Job Description

Key Responsibilities:

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Conduct daily briefings with the SLM and OP teams to appreciate good work, address issues, and share important updates. Ensure all team members are informed about the day's appointments, consultant availability, specialties, and any ongoing offers. Be present in OP areas during peak hours to monitor patient flow and support operations. Personally oversee VIP arrangements based on individual requirements. Take regular rounds in all OPDs during peak hours to ensure cleanliness and a welcoming environment. Ensure customer comfort at all times and proactively handle delays as per service standards. Track SLM conversions, bed bookings, and follow-ups regularly. Oversee conversions for all health check packages. Supervise internal marketing events to maximize productivity and engagement. Meet consultants regularly, work closely with them, and stay updated on their requirements. Share customer feedback with the respective doctors consistently. Monitor customer complaints, ensure adherence to the escalation matrix and TATs, and personally follow up to ensure timely resolution. Coordinate with the Corporate team for all unit-level activities and quality improvement initiatives. Ensure adherence to all SOPs and departmental compliance for certifications, audits, and awards. Ensure accuracy and timely submission of all standard reports (daily and monthly). Take regular rounds and meet all patients and attendants to ensure their well-being. Track reported issues and ensure timely closure as per defined TATs; escalate any unresolved concerns promptly. Ensure that both self and team are well-groomed and maintain discipline and decorum at all times. Lead the implementation of the Service Vision to ensure every customer experience results in delight. Personally engage with customers to enhance their experience and meet expectations. Provide actionable suggestions for improving service offerings based on real-time observations and feedback.

Job Category:

Customer Experience

Job Type:

Full Time

Job Locations:

LullanagarPune

Experience:

8 - 10 Years

Qualification:

Any graduate