EXECUTIVE - CUSTOMER EXPERIENCE

Job Responsibilities:   To conduct daily patient’s rounds with checklist Meeting the new admissions. Random patient file audits. Ensure general cleanliness of the floor. To ensure that all respective floors are staffed. Co-ordination of ancillary services. Handling customer grievance for both OP and IP and the same to be resolved Handle customer grievances and ensure prompt recovery and manage the feedback systematically Estimations of bill to be given to the patients and follow up on the same. Arranges for escort of patients to rooms Keep the Management updated regarding service gaps / customer grievances Identify the training need of front office staff and ensuring accurate and courteous communication, providing all required information. Ensure that all patients are accurately billed for OP services availed. Focus on continuously enhancing customer experience through interaction and involvement to determine expectations. Maintain a cordial and professional relationship with consultants. Manage the team of service providers in the function, ensuring functional and service standards are adhered to professionally. Coordinate & plan for customer flow – anticipate peak & off peak times; equipped to manage both courteously and professionally. Manage relationships with other departments to provide seamless service delivery. Ensure patient/customer has a comfortable, warm and caring service experience. Capturing service gaps/ customer grievances, actively work to close the gaps through appropriate action plans. Actively participate in service recovery and ensure every effort made to retain customer. Periodic assessment of facilities in room & customer areas to ensure standard.