Lead- Service excellence and Transformation Projects _ Mumbai Location

☞ Narayana Hrudayalaya Ltd ,Jaipur

전망: 106

갱신일: 06-05-2024

위치: Mumbai Maharashtra

범주: 컨설팅 / 고객 서비스 생산/조작

산업: Hotels & Restaurants

수평: Assistant Manager/Manager-(NonTechnical)

직업 종류: Full Time, Permanent

경험: 4 - 9 years

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작업 내용

Roles and Responsibilities

Job Purpose:

. This position is administratively responsible to achieve highest level of customer satisfaction through sustained training, motivating, team building, and process transformation of all patient care services. He/She will be responsible for prompt and timely service delivery as per the standard TAT defined and creating Wow experience in all relations ships in the hospital. He will coordinate and supervise various functions across all the service delivery matrices of outpatient and inpatient services and achieve the highest customer retention.

Job Responsibilities:

  • 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 areas of the organization to actively participate in process improvement and drive cultural changes.
  • Create a system to handle, respond and address the complaints from patients and visitors in timely manner.
  • Regular Review, action, and preventive measures to ensure process are in place and repeat complaints are eradicated.
  • Provides 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 initiatives of organization like NH care App, EMR, online appointment system and provide feedback to software team.
  • Create awareness and drive utilization of digital and service transformation program among staff, other departments, and customers.
  • Perform active and passive service excellence audits to understand and identify the required training program to raise the bar at all levels of service delivery.
  • Prepare daily/ weekly/ monthly report on service 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

    • PERFORMANCE MEASURES:

  • Patient feed back collected & score achieved.
  • Reduction in Customer complaints
  • NPS score
  • Google score
  • Quality improvement projects and Process reengineering programs such as JCI and Baldridge.


    • REQUIRED KNOWLEDGES, SKILLS, ABILITIES AND ATTRIBUTES:

  • Thorough knowledge of best practices and tools for creating culture of service excellence.
  • Good knowledge of hospital process, services and departments.
  • Customer focused and good at relationship management
  • Skill in facilitating collaboration and coordination among various departments
  • Ability to motivate and engage others in new ideas and processes.
  • Ability to communicate effectively & engage with patients.
  • Analytical mindset and familiar with data intelligence tools such as BI, dashboards.
  • Digital native and familiar with modern technologies
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    마감 시간: 20-06-2024

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