<table class="Table" style="margin-left:8px; border-collapse:collapse; border:solid black 1.0pt"> <tbody> <tr style="height:498.7pt"> <td style="border:solid black 1.0pt; width:545.75pt; padding:0cm 0cm 0cm 0cm; height:498.7pt" valign="top" width="728"> <p class="TableParagraph" style="margin-left:7px; text-indent:0cm"><span style="font-size:11pt"><span style="line-height:13.4pt"><span style="font-family:Calibri,sans-serif"><b><u>Job Responsibilities</u></b></span></span></span></p>

		<ul>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Serve as an influential expert on the client experience/engagement fundamentals</span></span></span></li>
			<li class="TableParagraph" style="margin-right:7px"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Focus on communication aspect of the clients, review feedback and work out strategies/plan/create holistic solutions to improve the experience</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.95pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Client journey mapping</span></span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.95pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Implement changes that addresses client queries/needs/complaints/concerns</span></span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Segmentation of clients into meaningful groups</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Increase client satisfaction, loyalty and advocacy</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Increase Net Promoter Score (NPS), Client Satisfaction (CSAT), Client Engagement Score (CES)</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.95pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Track client experiences across online and offline channels and touch points.</span></span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.95pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Align client experience strategies with the marketing initiatives</span></span></span></span></li>
			<li class="TableParagraph" style="margin-right:7px"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Analyze patient satisfaction metrics to track and monitor satisfaction/engagement trends. Effectively interpret and explain patient experience data to internal stake holders.</span></span></span></li>
			<li class="TableParagraph" style="margin-right:7px"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Identify gaps/opportunities for service &amp; engagement improvement, and develop and implement recommended action to improve the patient experience.</span></span></span></li>
			<li class="TableParagraph" style="margin-right:7px"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Work collaboratively with multidisciplinary teams to develop action plans and execute department and/or service line specific initiatives.</span></span></span></li>
			<li class="TableParagraph" style="margin-right:7px"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Make visits to all the units of the organization to understand the service trends, patient experience, and leakages, formulate and implement strategies.</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Interaction with internal departments</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">MIS &amp; reports</span></span></span></li>
		</ul>

		<p class="TableParagraph" style="text-indent:0cm">&nbsp;</p>

		<p class="TableParagraph" style="margin-left:7px; text-indent:0cm"><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif"><b><u>Job Specification</u></b></span></span></p>

		<ul>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Excellent written and spoken English.</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Confident personality.</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.95pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Enthusiastic, proactive, flexible and constructive approach.</span></span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.95pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Ability to work with and engage staff at all levels within the organization.</span></span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Ability to use own initiative, make decisions within the sphere of work and knowledge.</span></span></span></li>
		</ul>

		<p class="TableParagraph" style="text-indent:0cm">&nbsp;</p>

		<p class="TableParagraph" style="margin-left:7px; text-indent:0cm"><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif"><b><u>Skills &amp; Ability Required</u></b></span></span></p>

		<ul>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Excellent communication skills (spoken &amp; written)</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.95pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Language - Proficiency in English</span></span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.95pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Strong organization, project management skills</span></span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Problem-solving, analytical skills and attention to detailing</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Ability to multitask and prioritize daily workload</span></span></span></li>
			<li class="TableParagraph"><span style="font-size:11pt"><span style="line-height:13.05pt"><span style="tab-stops:41.35pt 41.4pt"><span style="font-family:Calibri,sans-serif">Ability to work independently in a collaborative environment</span></span></span></span></li>
		</ul>
		</td>
	</tr>
</tbody>

</table> <p>&nbsp;</p>