Assistant Manager Customer Experience
- Rhea Healthcare
- 5 - 7 years
- Bengaluru
- 4 days ago
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Job Description
Key Responsibilities:
- Conduct daily briefings with the SLM and OP teams appreciate good work, address issues, and update them on new information.
- Ensure all team members are informed about the days appointments, consultant availability, specialties, and any new offers.
- Be present in OP areas during peak hours to monitor flow and support operations.
- Personally oversee VIP arrangements as per individual requirements.
- Take rounds in all OPDs, especially during peak times; ensure cleanliness and a welcoming environment.
- Ensure customers are comfortable at all times, and that delays are handled proactively in line with standards.
- Track SLM conversions, bed bookings, and follow-ups.
- Oversee conversions for all health check packages.
- Supervise all internal marketing events to maximize productivity and engagement.
- Meet consultants regularly, work closely with them, and stay updated on their requirements.
- Share customer feedback with respective doctors on a regular basis.
- Monitor customer complaints, ensure adherence to the escalation matrix and TATs, and personally follow up to ensure issue closure.
- Coordinate with the Corporate team for all unit-level activities and quality improvement initiatives.
- Ensure adherence to all SOPs and departmental compliance for certifications, audits, and award assessments.
- Ensure accuracy and timely submission of all standard reports (daily, monthly).
- Take regular rounds; meet all patients and their attendants to ensure their well-being.
- Track reported issues and ensure timely closure as per defined TATs; expedite any pending concerns.
- Ensure self and team are well-groomed and maintain discipline and decorum at all times.
- Lead the implementation of the Service Vision, ensuring every service experience creates customer delight.
- Personally engage with customers to enhance their experience and fulfill expectations.
- Offer actionable suggestions to improve service offerings, based on real-time observations and feedback.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: Rhea HealthcareLocation(s): Bengaluru+ View Contact
Keyskills: customer experience marketing operations compliance customer feedback quality improvement matrix
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