Fernandez Foundation

An opportunity to truly make a difference @ Fernandez Foundation. Inviting interest from professionals who believe that customer experience is their forte`.

Position: Sr. GM / GM - Customer Experience (Role: Head)

Work Location: Bogulkunta (Hyderabad)

Work Type: 100% work from office (full-time)

Here's are the role details:

Position Overview: To enhance customer care practices, drive patient satisfaction, loyalty, and retention. Oversee the development and implementation of comprehensive customer experience strategies, processes, and initiatives across all the hospital Develop and implement a holistic customer experience strategy aligned with the hospital's mission, vision, and values.

- Lead and manage a diverse team of customer care associates, call centre agents, and support staff to deliver exceptional service.

- Evaluate existing customer care processes and workflows to identify opportunities for optimization and improvement.

- Collaborate with cross-functional teams, including clinical staff, administration, and IT, to integrate technology solutions and enhance service delivery.

- Establish quality assurance measures and performance metrics to monitor service quality and compliance with standards across all patient touch points.

- Serve as the primary evaluator and solution provider for patient feedback, complaints, and grievances, advocating for patient needs within the organization.

- Foster a culture of continuous improvement and innovation in customer care practices, staying abreast of industry trends and best practices.

- Provide leadership, mentorship, and professional development opportunities for team members to support their growth and success.

Academics:

- MBA - Marketing, Healthcare Management OR

- Master's in communications, advertising.

Experience:

- Minimum of 3 years of experience in a leadership role overseeing customer experience or patient relations functions in a healthcare setting.

- Proven track record of developing and implementing successful customer experience strategies and initiatives.

- Experience working in a multidisciplinary and matrixed organization, collaborating effectively with diverse Knowledge of customer acquisition and engagement models.

- Knowledge of service parameters/standards, specifically that of the healthcare industry.

Abilities to:

- Formulate and train policies, processes, and de escalation techniques..

- Remain calm & composed under pressure/crisis conditions.

- Think strategically, out of the box and creatively.

- Engage constructively with people (patients and hospital staff across levels).

Skills Requirement:

- Excellent written, verbal communication, interpersonal & presentation skills.

- Excellent analytical, problem solving, organizing & planning skills.

- Being able to converse in Telugu, Hindi and English..

Behavior/Attitude, Personality type Requirement:

- Positive & pressure bearing.

- Pleasant, presentable, sensitive, mature & composed.

To know more about us visit: www.fernandezhospital.com