01Overview
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
58 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 ManagementCustomer Experience & Patient RelationsTeam Leadership & People ManagementFront Office & OP/IP CoordinationBilling & Revenue ManagementHospital Information System (HIS)Consultant Relationship ManagementComplaint Handling & Service RecoveryQuality & NABH ComplianceCommunication & Interpersonal SkillsAnalytical & Reporting SkillsProblem Solving and .
