Customer Experience Service Manager

Customer Experience/Service Manager

Plus Health Tech ventures Pvt Ltd

About Ayu Health:

Ayu Health is a network of high-quality hospitals focused on providing high quality healthcare for all. Ayu Health’s proprietary technology allows hospitals to serve patients at lower costs, provide a better experience, and maintain high medical quality standards. All Ayu Health hospitals are accredited by National Accreditation Board for Hospitals & Healthcare Providers (NABH)

? 100% Fixed price packages

? High Quality with the Best Doctors and Technology

? Lowest Prices in your city

? Affordable prices, easy payment options, 0% EMI

? Complete Insurance Support

COMPANY DESCRIPTION: https://ayu.health/

Key Responsibilities:

? Responsible for the executing & enhancing the Patient experience and satisfaction

? Drive improvements across the patient’s touchpoints, time to resolution, repeats, referrals, NPS, results of new initiatives etc

? Engage with patients to address gaps, dissatisfaction and drive corrective actions/ programs

? Manage and escalate customer issues to bring the right level of expertise.

? Continuous performance monitoring along with respective stakeholders

? Conceptualize and launch strategic initiatives along with cross functional teams to enhance patient experience

? Be true evangelist of patients experience - own and define patient facing processes/ policies

? Take ownership of getting the CX metrics up and on a great growth curve.

? Keep all stakeholders apprised regarding status and action plan

? Demonstrate ownership. Make timely, thoughtful, and bold decisions

? Handle all customer queries and complaints raised on any platforms like Facebook, Instagram, GMB, and Twitter.

Key Qualifications:

? 5+ years of overall experience.

? At-least 2 years experience in the ecommerce/ startup industry with onground experience in operations and customer experience

? Hospital experience in general operations preferred at 50+ bed multi-specialty hospitals (NABH)

? 5+ years experience in managing teams

? Btech/ MBA

Mission: Patient’s Delight