Job Responsibilities

• Serve as an influential expert on the client experience/engagement fundamentals
• Focus on communication aspect of the clients, review feedback and work out strategies/plan/create holistic solutions to improve the experience
• Client journey mapping
• Implement changes that addresses client queries/needs/complaints/concerns
• Segmentation of clients into meaningful groups
• Increase client satisfaction, loyalty and advocacy
• Increase Net Promoter Score (NPS), Client Satisfaction (CSAT), Client Engagement Score (CES)
• Track client experiences across online and offline channels and touch points.
• Align client experience strategies with the marketing initiatives
• Analyze patient satisfaction metrics to track and monitor satisfaction/engagement trends. Effectively interpret and explain patient experience data to internal stake holders.
• Identify gaps/opportunities for service & engagement improvement, and develop and implement recommended action to improve the patient experience.
• Work collaboratively with multidisciplinary teams to develop action plans and execute department and/or service line specific initiatives.
• Make visits to all the units of the organization to understand the service trends, patient experience, and leakages, formulate and implement strategies.
• Interaction with internal departments
• MIS & reports

Job Specification

• Excellent written and spoken English.
• Confident personality.
• Enthusiastic, proactive, flexible and constructive approach.
• Ability to work with and engage staff at all levels within the organization.
• Ability to use own initiative, make decisions within the sphere of work and knowledge.

Skills & Ability Required

• Excellent communication skills (spoken & written)
• Language - Proficiency in English
• Strong organization, project management skills
• Problem-solving, analytical skills and attention to detailing
• Ability to multitask and prioritize daily workload
• Ability to work independently in a collaborative environment