Executive - Customer Experience

Hiring for Customer Experience Executive for OPD department

Location - Bangalore

Qualification - Any graduate

Experience - Min 2 Years

Lobby Management:

- To be present in the lobby, greet, assist and direct every customer to designated area.
- Ensure effective and efficient service flow with customers, consultants & colleagues.
- Proactively handle enquiries & requests, explain procedures when required; make new and follow-up appointments.

Before starting work ~ Preparation:
1. - Check appointments of the day.

2. - Discuss with GRM - any updates/ instructions for the day for eg. any special handling of customers or consultants; events scheduled in the facility, maintenance work in OPD, any new service/department introduced, offers, advertisements and offers linked to it etc.

3. - Be prepared for days when there is a heavy load. Anticipate issues. Be ready with solutions.

4. - Be aware of doctors’ schedules, not available, new doctors & their specialty.

5. - Briefs team and assigns tasks; assists with escalations; ensures resolution of issue.

6.

On duty Tasks:
1. - Meet, greet & assist all visitors in the lobby.

2. - Direct to relevant area/ service. Ensure customers do not waste time at the wrong queue.

3. - Check for new customers, hand over Registration cards to them, requesting them to fill card before joining the queue.

4. - Assist with self-service kiosks (hoping it will be introduced)

5. - Monitor queues at Billing counters, direct customers to the free/less crowded desks.

6. - In case the queue increases in the Billing counters, alert In-charge to open standby counter.

7. - Assist children’s parents with their billing; escort them to concerned area/department.

8. - Cross selling of services - pharmacy, investigations, packages and bed booking.
- Ensure Consultant Chambers are cleaned and ready for next consultant occupancy - as per checklist

Ensure all SOP’s are adhered to and we provide “Care like no other”

Every customer has a warm & caring experience aligned with the Service Experience Plan.

Lobby Management:

- To be present in the lobby, greet, assist and direct every customer to designated area.
- Ensure effective and efficient service flow with customers, consultants & colleagues.
- Proactively handle enquiries & requests, explain procedures when required; make new and follow-up appointments.

Before starting work ~ Preparation:
1. - Check appointments of the day.

2. - Discuss with GRM - any updates/ instructions for the day for eg. any special handling of customers or consultants; events scheduled in the facility, maintenance work in OPD, any new service/department introduced, offers, advertisements and offers linked to it etc.

3. - Be prepared for days when there is a heavy load. Anticipate issues. Be ready with solutions.

4. - Be aware of doctors’ schedules, not available, new doctors & their specialty.

5. - Briefs team and assigns tasks; assists with escalations; ensures resolution of issue.

6.

On duty Tasks:
1. - Meet, greet & assist all visitors in the lobby.

2. - Direct to relevant area/ service. Ensure customers do not waste time at the wrong queue.

3. - Check for new customers, hand over Registration cards to them, requesting them to fill card before joining the queue.

4. - Assist with self-service kiosks (hoping it will be introduced)

5. - Monitor queues at Billing counters, direct customers to the free/less crowded desks.

6. - In case the queue increases in the Billing counters, alert In-charge to open standby counter.

7. - Assist children’s parents with their billing; escort them to concerned area/department.

8. - Cross selling of services - pharmacy, investigations, packages and bed booking.
- Ensure Consultant Chambers are cleaned and ready for next consultant occupancy - as per checklist.

9.

10. Handling delays:
11. - Keep track of each Consultants appointment flow - track customers waiting for over 15 minutes, check reason for delay and personally speak to the customer - offer options.
- Take rounds of Radiology & Lab; track any delays, if patients waiting over 30 minutes, meet them, check if they are being updated.
- Proactively anticipate delays or potential problems, have options ready to offer customers.

12. - SPOC for all PHC customers: supervise the customer flow of activities, coordinate with relevant stakeholders to ensure timely consultations; minimize waiting time.

13. - Handle customer queries and complaints professionally and willingly help and resolve.

14. - Collect feedback in tab/form, in case feedback is received verbally, handle in professional manner.

15. - Coordinate with HOD for closure if required.

16. - Ensure the upkeep of the respective OPD areas, including washrooms, feeding rooms; escalate to relevant stakeholders of Housekeeping and Engg for closure of issues/concerns.

17. - Track and update slots of appointments, if any changes.

18. Track walk-in customers, facilitate their consultation without upsetting a