Executive - Customer Experience

We are seeking a proactive and empathetic Executive - Customer Experience to serve as the face of our organization. The ideal candidate will be a warm, organized, and detail-oriented individual responsible for ensuring a positive and seamless experience for all customers, from their arrival to their departure. This role requires a strong focus on patient care, administrative coordination, and inter-departmental communication.

Key Responsibilities

• Outpatient (OP) Services:
• Greet all customers with warmth and politeness, guiding them to their required area.
• Attend to all guests promptly, coordinate services as per their needs, and recognize repeat customers with personalized greetings.
• Assist customers with filling out registration and other necessary forms, then complete the registration process to generate UHID Cards.
• Provide special attention to VIP customers, ensuring all departments are alerted for smooth service delivery.
• Keep customers comfortable and updated on any changes to their schedule.
• Listen attentively to customer queries, respond appropriately, and escalate complex issues to a senior team member.
• Provide timely updates on patients to their relatives.
• Coordinate patient movement to consultant chambers, tracking waiting patients, and scheduling walk-in patients as open slots become available.
• Make reservations for beds, booking the appropriate bed type as required.
• Admissions:
• Receive and process admission requests.
• Ensure all admission documents are completed and signed, and that the patient portal is filled out accurately.
• Collect the necessary deposit.
• Escort the patient to their room and inform the nursing station and concerned consultant about the admission.
• Administrative Duties:
• Utilize the Hospital Information System to prepare bills by accurately entering all lab orders, medications, and services.
• Ensure all daily reports from various floors and areas are sent to the concerned authority without fail.
• Maintain daily records, including a New Registration Tracker, OPD count, and daily collections.
• Ensure the general cleanliness and welcoming atmosphere of the floor, including stocked magazine and pamphlet stands, and ambient music in the OP area.
• Communicate clearly with both the clinical and administrative teams to ensure smooth operations.
• Service & Inter-departmental Coordination:
• Embody the Service Vision by delivering personalized and empathetic care to every customer.
• Engage respectfully and build rapport with clinicians and colleagues.
• Coordinate with support departments to ensure customers are comfortable and that services meet established standards.

Educational Qualifications

• A bachelor's degree in a relevant field is preferred.

Required Skills

• Customer Service: Exceptional interpersonal skills with a polite and empathetic demeanor.
• Organizational Skills: Excellent ability to manage multiple tasks, from registration and billing to coordinating patient movement.
• Communication: Strong verbal and written communication skills to interact effectively with customers, families, and staff.
• Attention to Detail: Meticulous in handling documentation, billing, and data entry.
• Problem-Solving: The ability to calmly and effectively resolve customer queries and escalate issues when necessary.
• IT Proficiency: Familiarity with hospital information systems and administrative portals.
• Teamwork: A proactive and collaborative mindset to ensure smooth inter-departmental operations.