Job Summary Process and Customer Experience Manager responsibilities include developing and managing the framework for process, service quality and customer experience for all service lines under Surgery care.This role will ensure end to end process streamlining and enhancements via QA and QC measures across functions to ensure best quality of care, customer experience, business growth and scalability.In this role, you will liaise with cross-functional internal teams (Ops, Customer support, Inside Sales, Product & Tech, Marketing, Sales & AM, Finance) to improve the entire customer experience and drive process improvements. This role will require connecting with all internal and external stakeholders to ensure timely issue resolutions, process enhancements, facilitation in new process implementations and preparing yearly, quarterly, monthly, weekly performance reports and arranging team reviews.This position may require occasional travel. Key Roles & Responsibilities: Customer Experience (NPS, CSAT and DSAT)- ● Lead, manage and monitor the entire CSAT framework to ensure CSAT, DSAT and NPS process flow ● Explore and introduce channels and mechanisms to capture customer feedback and surveys to increase the response rate and CSAT coverage ● Facilitate and help all functions in driving CSAT and NPS as a customer experience metric and achieve the targets ● Ensure timely and accurate data collation and update for all; weekly, bimonthly and monthly reports and analysis for CSAT and NPS ● Develop and execute strategies to enhance the customer experience for patients and the healthcare providers. Process and Quality assurance- ● Ensure identification of the process gaps and timely CAPA to enable continuous process improvement ● Required to monitor and manage RCAs for all Clinical and non clinical escalations and Incidents ● Ensure 100% RCA completion and closure for all Sales and Operations RCA s as a part of Detractor analysis and all Corporate escalations ● Monitor and help Sales and Operations teams in identifying the gaps and areas of improvement via RCAs ● Monitor CAPA closures for all identified gaps via Sales and Operations QA and training teams ● Manage and monitor the data collation and update in the central RCA repository and publishing report on timely basis ● Identify the need for Quality improvement projects (QIP) as a part of RCA analysis to ensure continuous service quality improvement ● Collaboratively work with all functions and facilitate to improve the overall process and business metrics across all verticals
Customer Support and Service quality- ● Lead,manage and monitor daily ticket flow, closure and zero pendency for surgery care and dental tickets on freshdesk ● Ensure groupwise (across all functions within surgery care) timely response and closure for all tickets ● Identify the complaint trends, common issue patterns and areas of improvement across all stages and overall processes ● Manage and monitor the data collation, tracker update and publishing report on timely basis ● Ensure timely revert and closure from all stakeholders while facilitating the escalation management process ● Monitor and ensure all the customer support and service quality metrics, SLAs and TATs are maintained as per the targets Reporting and Analysis- ● Prepare and present reports on process performance, customer experience metrics, and improvement initiatives on a monthly and weekly basis. ● Conduct root cause analysis of issues and develop action plans to address and resolve them.
Skills & Requirements:1. Has spent at least 2-3 years in managerial positions with experience in customer experience, process improvement, quality assurance and an overall experience of 6-7 years. Experience in the healthcare sector will be preferred.2. Understanding of the healthcare operations and thorough knowledge of Quality assurance as a domain3. Good process thinking and gap analysis skills4. Great stakeholder management skills with proven ability showcased in the past5. Ability to work in an unstructured environment6. Good Negotiation, Communication and presentation skills7. Ability to bond with external stakeholders with ease8. Good analytical skills - working with large, complex datasets and deriving insights and identifying gaps and areas of improvement9. Ability to take constructive criticism and take corrective action - being open to feedback and closing the feedback loop10. Tool requirements - Advanced proficiency in Excel, Powerpoint, basic knowledge of additional analytical, Quality and CRM tools