Assistant Manager - Customer Experience

Motherhood Hospital (Rhea Healthcare); Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Motherhood Hospital (Rhea Healthcare) in Pune is seeking a Service Experience Leader to oversee and enhance service delivery across both OP and IP services. The ideal candidate will focus on operational efficiency, customer satisfaction, and team performance.

Responsibilities include ensuring well-managed staffing, monitoring service quality, addressing patient concerns proactively, and fostering strong relationships with consultants.

The candidate will also be responsible for maintaining a positive and compliant service environment.

Qualifications

• Strong leadership abilities with a focus on customer service excellence.
• Good interpersonal skills with the ability to build rapport with team and clients.
• Fluency in both English and a regional language is essential.

Responsibilities

• Lead the Service Experience initiative providing exceptional care.
• Ensure operational excellence in both OP and IP services.
• Manage the performance and well-being of the team.

Skills

Good Interpersonal Skills

Strong leadership skills

Fluency in English and Regional language

Job description

Role & responsibilities

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.

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 and 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 on new information.
• Ensure all team members are aware of appointments for the day; consultant availability; specialties; new offers.
• Be available in the OP areas during peak times.
• Personally oversee VIP 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 package 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 and 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.

Preferred candidate profile

• 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.