Customer Experience Manager

Role & responsibilities

@ OP: Resource Planning:
• Ensure shifts are manned as per expected footfall; correct mix of senior/ junior staff.
• Oversee Duty roster for SLMs & OPD CXEs - ensure correct mix of senior & junior staff & adherence.
• Monitor attrition, leave and absenteeism to reduce impact on operations.
• Ensure software and equipment functioning is optimal.
• OP area is clean and welcoming. OP In charge & Billing:
• Efficiently manage and optimize customer appointments to ensure smooth workflow and minimize waiting times.
• Monitor and manage wait times in the Outpatient Department (OPD), implementing strategies to reduce waiting periods and enhance patient satisfaction.
• Address and resolve customer complaints promptly and effectively while on the floor, ensuring a positive experience for all patients.
• Supervise billing processes for consultations, laboratory tests, and scans within the OPD, ensuring accuracy and adherence to protocols.
• Manage interactions with OPD customers both in-person and over the phone, providing assistance, information, and resolving queries efficiently.
• Provide detailed reports on collection activities during shifts, including any discrepancies or issues, to the Cash Collection & Reconciliation In charge.
• Facilitate smooth shift handovers by obtaining signoffs on reports and reviewing and approving them. 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 always comfortable, 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 doctors.
• Track customer complaints, ensure the escalation matrix is adhering to TATs, 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.
• Responsible for customer feedback collection: CSAT: 4.5 (OP) / 4.7 (IP), NPS : 70 (OP) / 80 (IP) Google score - min 4.7 and Google reviews as per unit target, monthly 1 to 3 video testimonials, 4-8 written testimonials.
• 3 LUA sessions to be conducted from both Positive & Negative feedback customers for enhancing the service experience.
• Ensuring timely response on customer complaints received from write to us and mobile app complaints as per the TAT assigned based on the nature of complaints.
• Drive Mobile app education and downloads across hospital touchpoints for all customers, including OP and IP, fostering awareness and adoption.
• Spearhead integration of loyalty program education and point redemption within the app, focusing on OP billing customers.
• Lead efforts to maximize app utilization for future appointments, emphasizing IP bookings and post-feature addition enhancements.
• Handle customer queries forwarded by the call center team and provide timely responses.
• Address walk-in appointments referred by the call center team and update status before communicating back to them. @ IP In charge/Coordinator & Admission: IP In charge/Coordinator
• Greet and assist new inpatients, ensuring a smooth admission process and addressing any initial concerns or queries they may have.
• Efficiently manage the admission process for inpatients, coordinating with relevant departments to ensure all necessary arrangements are in place.
• Ensure that inpatient rooms are prepared and allocated appropriately, maintaining cleanliness and readiness for incoming patients.
• Solicit feedback from inpatients and their families to assess satisfaction levels and improve services.
• Promptly address any negative feedback and actively manage Google reviews to maintain a positive online reputation.
• Proactively address any complaints or concerns raised by inpatients during their stay, conducting regular rounds to meet patients and their attenders and ensure their well-being.
• Monitor and track reported issues, ensuring they are addressed within the stipulated Turnaround Time (TAT).
• Take proactive measures to expedite the resolution of pending issues to enhance overall patient experience.
• Offer financial counseling to inpatients, explaining billing details and obtaining sign-offs based on daily provisional bills to ensure transparency and understanding.
• Coordinate the final payment process for inpatients with IP Billing team, ensuring all financial transactions are completed accurately and efficiently.
• Coordinate with IP billing team on discharge formalities, ensuring a smooth transition for patients leaving the facility

IP Admission
• Facilitate the completion of all necessary admission formalities for patients, ensuring compliance with hospital protocols and regulations.
• Collect all mandatory documents from patients as per hospital requirements, ensuring accurate record-keeping and compliance with legal and administrative standards.
• Clarify and reconfirm cost estimates with patients, ensuring transparency and understanding regarding expected expenses for their stay.
• Ensure meticulous adherence to all admission documentation procedures, accurately recording patient information and ensuring completeness of records.
• Collect signed copies of estimates from patients and promptly submit them to the Inpatient (IP) Billing department for further processing and billing. Financial:
• Ensure all diagnosis / consultations are accounted for in HIS (tariff configuration and updates).
• Responsible for accurate daily billing and collection of OPD.
• Package creations for OPD, Vaccination, Health Check, Gync Procedures, Pregnancy related.
• Ensure no revenue leakage; discounts are followed as per policy; follow up on outstandings /dues.
• Support unit Finance Manager & IP billing team in timely Insurance submission, with accurate billing for faster clearance and discharge of IP patients.
• Data tracking, analysis and reporting of relevant KPIs. 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. Consultant Relationship:
• Has a good relationship with consultants builds rapport and works well with them. 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 individual performances, builds and grows in house talent through training, learning and on job assignments.
• Assist with Task Force support and mentor to new CXMs entering the world of Motherhood Hospitals.
• 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.

Preferred candidate profile

Good Interpersonal Skills; team player; dependable; patient - Empathic, communicating effectively, connects well with all stakeholders - Fluency in English and Regional language - Strong leadership skills: ability to influence, focused and capable of successfully meeting goals - Logical thinker, makes decisions smartly and quickly - Passionate about driving Outstanding Service, enable team to excel, understands customers & enjoys assisting them - Eye for detail; accurate and thorough in follow up and completion of tasks - Works well under pressure, maintains calm; seeks to resolve situations gracefully