Service Line Manager

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 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. JOB DESCRIIPTIION ~ Custtomer Experiience MangerPeople & Team Management:•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 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.•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.Job Type: PermanentPay: From ₹25,000.00 per monthBenefits:Health insuranceAbility to commute/relocate:Alwarpet, Chennai , Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)Education:Diploma (Preferred)Experience:total work: 1 year (Preferred)Customer service: 1 year (Preferred)Language:English (Preferred)Hindi (Preferred)Work Location: In person