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