Job Title: Customer Experience Manager (OP/IP)
Location: Motherhood Hospital, Saravanampatti, Coimbatore
About the Role
Motherhood Hospital is looking for a dynamic and customer-focused Customer Experience Manager to ensure seamless patient experiences across Outpatient (OP) and Inpatient (IP) services. The ideal candidate will lead front-office operations, enhance patient satisfaction, manage service excellence initiatives, and coordinate with clinical and non-clinical teams to deliver exceptional healthcare services.
Key ResponsibilitiesOutpatient (OP) Operations
- Ensure adequate manpower planning based on patient footfall with the right mix of senior and junior staff.
- Prepare and monitor duty rosters for Service Line Managers (SLMs) and OPD Customer Experience Executives.
- Monitor leave, attendance, and absenteeism to minimize operational disruption.
- Ensure smooth functioning of OP software systems and equipment.
- Maintain a clean, organized, and welcoming OPD environment.
- Conduct daily team briefings to communicate updates, appreciate achievements, and resolve operational concerns.
- Ensure the team is aware of daily appointments, consultant schedules, specialties, and promotional offers.
- Be present during peak OP hours to monitor operations and support the team.
- Coordinate and oversee VIP patient visits and special arrangements.
- Conduct regular OPD rounds to ensure cleanliness, patient comfort, and service quality.
- Proactively manage patient waiting times and service delays.
- Monitor SLM conversions, bed bookings, follow-ups, and health check package conversions.
- Coordinate internal marketing activities to maximize patient engagement.
- Build strong working relationships with consultants and address their operational requirements.
- Share patient feedback with consultants and relevant departments.
- Track patient complaints, ensure timely resolution as per TAT, and follow the escalation matrix.
- Coordinate with corporate teams for quality improvement initiatives.
- Ensure compliance with SOPs, NABH standards, audits, certifications, and quality assessments.
- Prepare and submit daily and monthly operational reports accurately and on time.
Inpatient (IP) Operations
- Meet and welcome newly admitted patients.
- Conduct daily patient rounds and interact with patients and their attendants.
- Ensure patient comfort, satisfaction, and timely resolution of concerns.
- Monitor complaint closure within defined turnaround times.
Financial Responsibilities
- Ensure all consultations, diagnostics, and services are accurately recorded in the Hospital Information System (HIS).
- Oversee accurate billing and collections for OPD and IPD services.
- Prevent revenue leakage and ensure discounts are applied as per hospital policy.
- Follow up on outstanding payments and pending dues.
- Coordinate insurance documentation, submissions, claim recovery, and disallowance management.
Customer Service Excellence
- Ensure team members maintain professional grooming, discipline, and hospital standards.
- Drive implementation of Motherhood Hospital's Service Vision.
- Deliver outstanding patient and family experiences through proactive engagement.
- Identify opportunities to improve service quality and customer satisfaction.
- Coordinate with all departments to ensure seamless patient care and timely issue resolution.
Consultant Relationship Management
- Build and maintain positive working relationships with consultants.
- Understand consultant requirements and provide timely operational support.
Team Management
- Provide effective leadership, coaching, and direction to the Customer Experience team.
- Recruit and onboard suitable candidates with strong service orientation.
- Conduct structured induction and process training for new employees.
- Manage team performance through regular feedback, coaching, and development.
- Plan and implement training and upskilling initiatives.
- Develop future leaders and build a strong second line of management.
- Ensure adherence to organizational policies, discipline, and attendance.
- Promote employee engagement, retention, and overall team well-being.
- Support employee welfare initiatives in collaboration with HR.
- Recognize and reward outstanding service performance.
Qualification
- Bachelor's Degree in Hospital Administration, Healthcare Management, Business Administration, or a related field.
- Master's degree (MHA/MBA Hospital Management) preferred.
Experience
- 5–8 years of experience in Hospital Operations, Customer Experience, Front Office, or Patient Services.
- Experience in NABH-accredited hospitals is preferred.
- Prior experience in women's and child healthcare hospitals will be an added advantage.
Skills Required
- Hospital Operations Management
- Customer Experience & Patient Relations
- Team Leadership & People Management
- Front Office & OP/IP Coordination
- Billing & Revenue Management
- Hospital Information System (HIS)
- Consultant Relationship Management
- Complaint Handling & Service Recovery
- Quality & NABH Compliance
- Communication & Interpersonal Skills
- Analytical & Reporting Skills
- Problem Solving and Decision Making
Why Join Motherhood Hospital?
- Opportunity to work with one of India's leading women and child healthcare providers.
- Collaborative and patient-centric work environment.
- Excellent opportunities for professional growth and leadership development.
- Competitive salary and employee benefits.
Pay: ₹10,870.36 - ₹50,000.00 per month
Work Location: In person
