M.P Shah Hospital is looking to recruit a professional and evidence-driven person for a position as the Customer Experience Manager.

Reporting to the Head of Marketing, Brand and Communications, the Customer Experience Manager is responsible for enhancing patient experience by mapping the customer journey and continually reviewing service delivery processes to identify opportunities for improving interactions between the patients and staff at various service points.

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.