Assistant Manager - Customer Experience , Motherhood Hospital

Rhea Healthcare; Bengaluru; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Motherhood Hospital in Bengaluru* is seeking an experienced Operations Manager to oversee customer experience and daily hospital operations. You will plan shifts, supervise the duty rosters, monitor attendance, and ensure all areas remain clean and well-equipped.

Regularly brief the OP team, coordinate with consultants, and manage VIP arrangements during peak times. The role emphasizes improving service delivery, tracking admissions, and maintaining high standards across departments with timely

Qualifications

• Qualification - Any Gradute.

Responsibilities

• Plan and ensure shifts are manned per footfall and SOPs.
• Oversee duty rosters for staff and ensure correct senior/junior mix.
• Monitor leave and absenteeism to reduce operational impact.
• Ensure OP area is clean, welcoming and all equipment works.
• Conduct daily briefings with teams and address issues promptly.
• Track patient appointments, VIP arrangements and consultant availability.
• Maintain service levels, handle customer feedback, and ensure timely issue closures.
• Interface with Corporate for unit activities and quality improvement.

Skills

Customer Experience

Operations Management

Team Leadership

Staff Scheduling

Education

Graduate degree

Job description

Greetings from Motherhood Hospital!

Location - Sarjapur, Bangalore.

Qualification - Any Gradute.

Experience -6+yrs

Responsible for seamless Customer Experience at the facility; adherence to all SoPs

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 of senior & junior staff & 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 them on new information.
• Ensure all team members are aware of appointments for the day; consultant availability; specialties; new offers.
• To be available in the OP areas during peak times.
• Personally oversee VIPs 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 packages 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 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.

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