Head - Customer Service - Healthcare

We are looking for a female candidate with total 10-12 Years experience in patient experience either in the Hospital or Healthcare Industry with experience in handling multiple centers. Proficiency in MS Office and working knowledge of technology for CSAT

Monitoring is a pre-requisite for the role:

The roles and responsibilities will include :

1.1. End to end patient experience across key stages of patient journey

1.2.Mapping patient journey to identify the gaps in patient experience across all touch points, for all kinds of patient interactions, transactions, and engagements

1.3.Define and implement standards/procedures for ensuring optimal patient experience

1.4.Liaise with internal teams such as marketing, sales, clinical operations, Finance, and accounts to ensure that gaps in the customer experience are minimized

1.5.Collect, track, and analyze Patient feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters

1.6.Entails developing and implementing strategies useful in improving patient relationship, dedication, and satisfaction.

1.7.Guide and direct the activities of front end teams to ensure their interactions with patients reflects positively on the company.

1.8.Overseeing the continual training of patient service teams across centers

1.9.monitor the activities of Patient service staff to ensure compliance with set standards of courtesy and professionalism.

1.10.Utilize patient relationship management (CRM) tools in coordinating and monitoring patient experience operations

1.11.Automating patient journey by bringing in QMS/Payment Gateways/ appointment bookings / tele consultation, etc

1.12.Hospital Tie Ups for Ob/Gy, Radiology tie ups

1.13.Driving Obs/Radiology revenue

1.14.Recruiting, Training and nurturing the team