Responsible for seamless Customer Experience at the facility; adherence to all SoP's
A @ OP:
Resource Planning:
- Ensure shifts are manned as per expected footfall; correct mix of senior/ junior staff.
- Oversee Duty roster for SLM's & OPD CXE's - ensure correct mix of senior & junior staff & adherence.
- Monitor leave and absenteeism to reduce impact on operations.
- Ensure software and equipment functioning is optimal.
- OP area is clean and welcoming.
A Operations:
- Conduct daily briefing with the SLM & OP team - appreciate good work, address issues, update them on new information.
- Ensure all team members are aware of appointments for the day; consultant availability; specialties; new offers.
- To be available in the OP areas during peak times.
- Personally oversee VIPs arrangements as per their requirements.
- Take Rounds in all OPDs especially during peak times; ensure cleanliness and freshness.
- Ensure that customers are comfortable at all times, delays are handled proactively as per standard.
- Keep track of SLM conversions; bed booking and follow ups.
- Oversee all health check packages conversions.
- Oversee all internal marketing events to maximize productivity.
- Meet Consultants regularly , work closely with them and keep track of their requirements.
- Regularly share customer feedback with respective doctor.
- Track customer complaints, ensure the escalation matrix is adhering to TAT's, personally ensure closure of issues.
- Interface with Corporate for all activities at Unit; initiatives towards quality improvement.
- Ensure adherence to all SoP's; department compliance for certifications, audits, awards assessments.
- Ensure accuracy and timely submission of all standard reports - daily , monthly.
A @ IP:
- Meet the new admissions.
- Take rounds ; meet all patients their attenders and ensure well-being.
- Track issues reported and closure status as per TAT - expedite pending issues.
A Financial:
- Ensure all diagnosis / consultations are accounted for in HIS.
- Responsible for accurate daily billing and collection of OPD & IPD.
- Ensure no revenue leakage; discounts are followed as per policy; follow up on outstandings /dues.
- Responsible for Insurance submission, recovery & disallowance.
A Responsible for Outstanding Service Experience Delivery:
- Ensure self & team is well-groomed as per standard; maintain discipline and decorum.
- Responsible for the implementation of the Service Vision - ensures service experience creates customer delight.
- Focuses on enhancing customer experience, through personal interaction and involvement in fulfilling their expectations.
- Offers suggestions that strengthen the service offering, based on real-time understanding of gaps.
- Coordinates with all departments to ensure customers are comfortable and services are as per standard; issues are resolved within TAT.
A Consultant Relationship:
- Has a good relationship with consultants builds rapport and works well with them.
A Team Management:
- Provides strong leadership and direction; inspires team to perform exceptionally.
- Hires the right fit - functional skills and service attitude are aligned.
- Induction of new hires : effective department induction; complete understanding of processes.
- Manages performance: builds and grows talent through training, learning and on job assignments.
- Plans and implements training & upskilling.
- Evaluates performance and advances the professional development of team.
- Builds competent 2nd line.
- Ensure team discipline and adherence to policy and guidelines.
- Ensures team well-being, retention and commitment; provides counselling and guidance.
- Champions programs that appreciate, recognize and reward outstanding service.
- Involved actively in Welfare activities, working with HR & other departments to build a caring work environment for all.
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.