Deputy Manager Service Excellence & Digital Adoption
- Narayana Health (NH)
- 3 - 6 years
- Ahmedabad
- 8 months ago
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Job Description
Service Excellence
- Lead unit and departmental process improvement programs to enhance patient satisfaction.
- Implementing the designed programs which create a positive patient experience and promote service excellence.
- Foster a sense of teamwork in all of the organization to active participate in process improvement and drive culture changes.
- Create a system to handle, respond and address the complaints from patients and visitor in timely manner.
- Regular review, action and preventive measures to ensure process are in place and repeat complaints are eradicated.
- provide communications, training to coordinators and staff at all levels of the unit to ensure competency, commitment and compliance with service excellence programs and initiatives.
- To ensure world class patient experience that reflects in Google rating, Net Promoter Score, Feedback and Star rating etc.
- Implement all digital initiative of organization like NH care App, EMR, Online appointment, System and provide feedback to software team.
- Create awareness and drive utilization of digital service transformation program among staff, other department and customers.
- Perform active and passive service excellence audits to understand and identify the required training program to raise the bar at all the levels of service delivery.
- Prepare daily/weekly/monthly reports on service excellence transformation progress / service quality / customer satisfaction and all negative and critical feedback analysis to the senior management.
- Conducting weekly/monthly review with the internal team for the necessary steps for the improvement.
EMR management
- Training users' consultants, junior doctors, nursing staff, pharmacists and technicians.
- New joiners/users Introduce EMR, create their relevant configurations with IT support and provide product demo.
- Train users about potential uses of the existing product.
- New functionalities - Provide orientation to the users for new functionalities that gets implemented in each version / product upgrade (eg: Drug Interaction Alert, Pharmacy Update, Investigation list Update, CIMS clinical decision support system and its features to be introduced to all users).
- Data tracking and management for every roll out; measure and report key milestones on EMR adoption and focus on improving the adoption rate.
Collaborative Responsivity
- Reporting the bug to central EMR team, perform user acceptance testing once resolved and get the end user sign off
- Understand the complexities of IP environment and the unique / specific requirements of the unit and plan a smooth roll out to improve the acceptance of all stakeholders
- Understand new end user requirements, prioritize and communicate to the central EMR team through proper documentation.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Narayana Health (NH)Location(s): Ahmedabad+ View Contact
Keyskills: Service Excellence Digital Adoption Operations Customer Service EMR
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₹ 6-7 Lacs P.A
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