Key Responsibilities:
- 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: Lullanagar Pune
Experience: 8 - 10 Years
Qualification: Any graduate
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