Customer Experience Manager
- Rhea Healthcare
- 5 - 8 years
- Noida, Gurugram
- 1 month ago
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Job Description
Role & responsibilities
Job Title
Customer Experience Manager [ CXM]
Department
Customer Experience
Main Objective of the Role
- Lead the Service Experience initiative providing Care like no Other.
- Responsible for efficient & effective OP & IP services , standardized service delivery , adherence to SoPs and operational excellence.
- Contributes to revenue generation, business growth through increase in footfall , lead conversion and prevention of leakage, building customer lifetime value.
Key Responsibilities
Operational Efficiency
People & Team Management:
Responsible for seamless Customer Experience at the facility; adherence to all SoPs
@ OP:
Resource Planning:
- Ensure shifts are manned as per expected footfall; correct mix of senior/ junior staff.
- Oversee Duty roster for SLMs & OPD CXEs - ensure correct mix of senior & junior staff & adherence.
- Monitor leave and absenteeism to reduce impact on operations.
- Ensure software and equipment functioning is optimal.
- OP area is clean and welcoming.
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 comfortable at all times, delays are handled proactively as per standard.
- Keep track of SLM conversions; bed booking and follow ups.
- 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 doctor.
- Track customer complaints, ensure the escalation matrix is adhering to TATs, personally ensure closure of issues.
- Interface with Corporate for all activities at Unit; initiatives towards quality improvement.
- Ensure adherence to all SoPs; department compliance for certifications, audits, awards assessments.
- Ensure accuracy and timely submission of all standard reports - daily , monthly.
@ IP:
- Meet the new admissions.
- Take rounds ; meet all patients their attenders and ensure well-being.
- Track issues reported and closure status as per TAT expedite pending issues.
Financial:
- Ensure all diagnosis / consultations are accounted for in HIS.
- Responsible for accurate daily billing and collection of OPD & IPD.
- Ensure no revenue leakage; discounts are followed as per policy; follow up on outstandings /dues.
- Responsible for Insurance submission, recovery & disallowance.
Responsible for Outstanding Service Experience Delivery:
- Ensure self & team is well-groomed as per standard; maintain discipline and decorum.
- Responsible for the implementation of the Service Vision ensures service experience creates customer delight.
- Focuses on enhancing customer experience, through personal interaction and involvement in fulfilling their expectations.
- Offers suggestions that strengthen the service offering, based on real-time understanding of gaps.
- Coordinates with all departments to ensure customers are comfortable and services are as per standard; issues are resolved within TAT.
Consultant Relationship:
- Has a good relationship with consultants builds rapport and works well with them.
Team Management:
- Provides strong leadership and direction; inspires team to perform exceptionally.
- Hires the right fit functional skills and service attitude are aligned.
- Induction of new hires : effective department induction; complete understanding of processes.
- Manages performance: builds and grows talent through training, learning and on job assignments.
- Plans and implements training & upskilling.
- Evaluates performance and advances the professional development of team.
- Builds competent 2nd line.
- Ensure team discipline and adherence to policy and guidelines.
- Ensures team well-being, retention and commitment; provides counselling and guidance.
- Champions programs that appreciate, recognize and reward outstanding service.
- Involved actively in Welfare activities, working with HR & other departments to build a caring work environment for all.
Major Job Qualifications / Specific Skills
Education
Graduate; post graduate preferred
Experience
5 7 years in the Service Industry ; 3 years in a managerial position; handling front facing teams.
Knowledge and Specific Skills
Strong functional knowledge; numeric ability; concepts of sales and business growth; software and computer savvy.
Behavioral Competencies
- Good Interpersonal Skills; team player; dependable; patient
- Empathic, communicating effectively ,connects well with all stakeholders
- Fluency in English and Regional language
- Strong leadership skills : ability to influence , focused and capable of successfully meeting goals
- Logical thinker, makes decisions smartly and quickly
- Passionate about driving Outstanding Service, enable team to excel, understands customers & enjoys assisting them
- Eye for detail; accurate and thorough in follow up and completion of tasks
- Works well under pressure, maintains calm; seeks to resolve situations gracefully
Key Result Areas
Financial
% Revenue target; conversions ; cost control
Operational efficiency
Process adherence; audit compliance; documentation accuracy
Compliance to SEL standards measured
Customer
Ensure department feedback scores are above the target.
Appreciation for department services @ 90% of all feedback received.
NPS Score; Google review
People
Retention; 2nd line development; Induction & training; rewards & recognition for team and self
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Rhea HealthcareLocation(s): Noida, Gurugram
Keyskills: Data Management And Analysis business revenue Decision Making Leadership Skills
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