Urgent hiring For Soft Skills Trainer_ Gurgaon

1 day ago

Gurgaon, Haryana, India Indira Ivf Hospital Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Training & Development

  • Conduct regular training sessions for receptionists, nurses, patient coordinators, and other patient-facing staff on soft skills, empathy, and communication.

  • Train staff on the entire IVF patient journey from consultation to discharge, including complex areas like OPU, ET, ANC, and feedback touchpoints.
  • Design and roll out induction and refresher training programs aligned with patient-centric practices.

  • Organize role plays, audits, and knowledge assessments to monitor training effectiveness.

  • Process Adherence & Audit

  • Conduct regular service & grooming audits to check compliance with patient experience SOPs.

  • Share action points with Center Heads and Patient Experience team for improvement.

  • Complaint & Feedback Analysis

  • Analyze patient complaints, identify recurring gaps, and build training interventions accordingly.

  • Monitor NPS and feedback scores for each center and support low-performing units through focused coaching.

  • Content & SOP Development

  • Develop training content, job aids, and SOPs that are simple, relevant, and implementable at the center level.

  • People Management

  • Identify high-potential employees and support their development into stronger patient-facing roles.

Key Performance Indicators (KPIs):

  • Training coverage (%) across assigned centers
  • Improvement in NPS and feedback response rate post training
  • Reduction in service-related complaints
  • Performance improvement of low-scoring centers

Skills & Competencies:

  • Strong communication and facilitation skills
  • Empathy, emotional intelligence, and patient-centric mindset
  • Good understanding of the IVF treatment lifecycle and patient needs
  • Conflict resolution and coaching abilities
  • Analytical and report-writing skills
  • Willingness to travel across centers frequently

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