Customer Experience Manager Job M.P. Shah Hospital
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Customer Experience Manager Job M.P. Shah Hospital
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Duties & Responsibilities:
- Patient Experience– Develop & implement customer service standards & policies to ensure positive patient experience throughout the customer journey.
- Customer Feedback handling- Serve as the escalation point for patient feedback and enquiries, thereby assisting the customer care officers and contact centre agents with complex and disgruntled patient situations requiring intervention.
- Contact Centre Management- Oversee the use of the contact centre system to monitor the daily productivity of the team by analyzing data to improve processes, maximize efficiency and enhance customer satisfaction.
- Review and escalate patient feedback to the relevant departments & follow through to ensure the tickets are closed within the required time frame with appropriate information feedback to patients.
- Monitor and track patient feedback trends to identify recurring issues and give recommendations on areas of improvement.
- Team Management- Guide and supervise the Customer Experience Executives and Contact
- Centre Agents to accomplish required tasks and meet performance targets through ensuring they understand and comply with all departmental objectives, performance standards, and policies as required.
Key Performance Indicators
- Maintain a call drop rate of no more than 10%.
- Track and improve client satisfaction ratings based on the efficiency and effectiveness of feedback handling.
- Efficiently manage and resolve patient feedback issues, ensuring timely and satisfactory solutions.
- Escalate feedback through the ticketing system as needed and prepare comprehensive daily reports for analysis and improvement.
- Ensure that booking of appointments from the contact center align with the monthly set targets.
Qualifications, Regulatory & Legal Requirements
- Bachelor’s degree in Business Administration, Marketing or any business related field.
- 5 years’ experience in customer service, marketing & communications, with at least 1 year in a supervisory role.
- Healthcare industry experience will be an added advantage.
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How To Apply
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