Patient Relations - Service Excellence

Rainbow Children's Hospitals; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Rainbow Children's Hospitals seeks an Assistant Manager / Manager for Voice of Customer & Patient Relations within the Service Excellence - Corporate team. You will own end-to-end complaint and negative-feedback management across all units and channels, ensuring timely acknowledgments and closures with empathetic, accurate responses.

You will drive RCA/CAPA, lead LSQ lead management, and transform VoC data into unit insights to improve patient experience while overseeing Housekeeping, Security

Qualifications

• Strong written and spoken English; empathy in responses.
• Analytical mindset with proficient Excel skills (pivots, dashboards).
• Power BI exposure preferred.
• Working knowledge of CRM / LSQ and review management tools.
• Ability to handle sensitive, high-visibility escalations with discretion.

Responsibilities

• Own pan-India complaint management across all units and channels, including logging, categorisation, assignment, investigation, escalation and closure.
• Personally handle high-priority escalations including MD & CEO grievances until closure.
• Ensure every complaint is acknowledged within SLA with a documented resolution.
• Monitor online reputation and coordinate with ORM/Marketing on response templates.
• Drive RCA & CAPA for serious and repeat complaints; track improvements.

Skills

English proficiency

Excel skills

Power BI

CRM / LSQ knowledge

Communication & empathy

Education

Graduate/Postgraduate in Hospital Administration or Healthcare Management

Tools

LeadSquared (LSQ)

Power BI

CRM software

Job description

Job Title:

Assistant Manager / Manager - Voice of Customer & Patient Relations

Department: Service Excellence - Corporate

Job Summary:

The Voice of Customer (VoC) & Patient Relations lead owns end-to-end complaint and negative-feedback management for all units of Rainbow Children's Hospital and BirthRight by Rainbow. The role ensures every negative patient voice - across Google reviews, social media, grievance e-mails, escalations to the MD & CEO and internal feedback platforms - is acknowledged, investigated, resolved and closed with a proper closure message within SLA. Working with unit Service Excellence teams, the role drives root-cause analysis, brings down repeat complaints, governs lead management in LeadSquared (LSQ) and converts VoC data into unit-wise insights that improve the patient experience. The role also provides corporate oversight of Housekeeping, Security and Transport, focused on monitoring standards, costs and patient-impacting gaps.

Focus

Complaint & Grievance Management

• Own the pan-India complaint management process across all units and channels - logging, categorisation, assignment, investigation, escalation and closure.
• Personally handle and track high-priority escalations, including grievances addressed to the MD & CEO and corporate grievance e-mails, until closure.
• Ensure every complaint is acknowledged within the defined TAT and closed within SLA with a documented resolution and patient-facing closure message.
• Review closure quality - tone, empathy, accuracy and completeness of responses - and send back responses that do not meet the standard.

Negative VoC Monitoring & Online Reputation

• Monitor negative voice of customer daily across RISE, the feedback portal, Google reviews and social media listening.
• Ensure every negative review or comment is acknowledged publicly with an approved response, moved offline where needed, and closed with feedback and a closure message.
• Coordinate with the ORM agency and Marketing on response templates, crisis comments and escalation of reputation-sensitive posts.
• Track Google rating, review volume, response rate and response time by unit; flag units with declining ratings for corrective action.
• Encourage satisfied patients to share positive reviews through a structured review-generation process at the units.

RCA & Repeat Complaint Reduction

• Coordinate with units on Root Cause Analysis (RCA) and Corrective & Preventive Action (CAPA) for all serious and repeat complaints.
• Identify repeat themes by unit, department, doctor and touchpoint; drive closure of systemic gaps with process owners.
• Track CAPA implementation and verify effectiveness through reduction in repeat complaints.
• Present a monthly repeat-complaint and RCA status review to the VP Service Excellence and Facility Directors.

Trackers, Analytics & Reporting

• Ensure all unit teams fill the daily tracker accurately and on time; follow up on gaps.
• Convert data into actionable insights and improvement recommendations for units and corporate functions.

Lead Management (LSQ)

• Ensure every lead (emergency, complaint, appointment and High Value) is processed in LeadSquared (LSQ) within the defined SLA.
• Monitor first-response TAT, lead aging, follow-up discipline and lead-to-conversion ratios by unit and source.
• Work with unit teams and the contact centre to improve conversion and reduce TAT; flag leakage and unattended leads.
• Ensure data hygiene in LSQ - correct dispositions, stages, sources and closure reasons.

SOPs, Manuals & Capability Building

• Create and maintain SOPs for complaint handling, grievance redressal
• Develop user manuals and quick-reference guides
• Build response libraries - acknowledgement, holding and closure message templates
• Train unit SE teams and front-line staff on complaint handling, service recovery and platform usage; refresh periodically.
• Audit SOP adherence at units and update documents as processes and platforms evolve.

Support Services Oversight (Housekeeping, Security & Transport)

• Review unit daily checklists, audit scores and patient feedback on cleanliness, security and transport; follow up on gaps with Unit Heads.
• Track monthly support-service costs and vendor SLA performance by unit; flag outliers to the VP Service Excellence.
• Ensure adherence to SOPs and protocols (infection-control cleaning, access and visitor control, transport safety); maintain the related SOPs and checklists.
• Link support-service complaints into RCA and repeat-complaint reduction.

Key Performance Indicators

• Complaint acknowledgement TAT and % closure within SLA
• % negative reviews / comments responded to and closed with a closure message
• Reduction in repeat complaints and MD & CEO escalations
• Google rating and review response rate by unit
• Daily tracker compliance by unit
• LSQ lead TAT, % leads processed within SLA and conversion rate
• Timeliness and accuracy of MIS / dashboards
• Support-service audit scores, related complaint trend and cost vs. budget

Key Stakeholders

• Internal: VP Service Excellence, Cluster Heads, SE Unit Leads, Unit front facing teams, Medical / Nursing leadership, Marketing, Contact Centre, IT / Digital, Legal and Quality.
• External: Patients and families, ORM agency, platform vendors (RISE, LUCAS / Big Trunk, LeadSquared), Housekeeping, Security and Transport vendors.
• Strong written and spoken English; ability to draft empathetic, precise responses. other regional languages an advantage.
• Analytical mindset with strong Excel skills (pivots, dashboards); Power BI exposure preferred.
• Working knowledge of CRM / LSQ, review management and social listening tools.
• Composure in handling sensitive, emotional and high-visibility escalations; sound judgement and discretion.
• Follow-up discipline, stakeholder influence across units without direct authority, and process orientation.

Qualifications

• Graduate / Postgraduate in Hospital Administration, Healthcare Management, Hospitality or Business.
• Assistant Manager: 4-7 years; Manager: 7-10 years in patient relations, customer experience or complaint management.
• Healthcare (preferably multi-specialty / multi-unit hospital chain) or hospitality background preferred.
• Hands-on experience with online reputation management and CRM / lead management tools is an advantage.
• Exposure to hospital housekeeping, security or transport operations is an advantage.