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    Customer Experience Manager - Bengaluru, India - Manipal Health Enterprises Pvt. Ltd

    Manipal Health Enterprises Pvt. Ltd
    Manipal Health Enterprises Pvt. Ltd Bengaluru, India

    Found in: Talent IN 2A C2 - 3 days ago

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    Description

    About Us:

    As a pioneer in healthcare, Manipal Hospitals is among the top healthcare providers in India serving over 5 million patients annually. Today we stand as an integrated network with a pan-India footprint of 33 hospitals across 17 cities with 9,500 beds, and a talented pool of over 5,000 doctors and an employee strength of over 20,000.

    For more information about us please visit:

    Job Details:

    Location: Manipal Hospitals Old Airport Road

    Experience: 6-8 years of relevant experience preferably from healthcare/hotel industry/airline industry

    Job Description:

    • Responsible for designing and optimizing patient journeys across multiple channels and touchpoints.
    • Conducting research and analysis to understand patient needs, preferences and pain points.
    • Responsible for feedback management across all sources like walk ins, emails, internal feedback management platform, website, app etc.
    • Effectively drive and monitor patient engagement initiatives in OPD, IPD, Health Checks, ER, Neighborhood and various other patient segments.
    • Driving process changes and process improvements, based on patient feedback.
    • Conduct orientations, inductions, workshops, training modules based on patient feedback to enhance overall patient journey & improve NPS.
    • Responsible for departmental budgeting and drive cost effective measures to achieve departmental goals.
    • Manage Social Media feedback and work closely with the Marketing & PR teams.
    • Managing and enhancing KPIs like NPS and other metrics.
    • Collaborate closely with departments like Branding & Marketing, IT, HR and Operations for implementing various patient focused programs / initiatives and overall smooth operations, ensuring a unified approach to patient experience.
    • Responsible for competition trend analysis, keeping abreast with industry trends and best practices in patient experience management.

    Qualification:

    • MHA/MBA in healthcare administration/Management

    Interested candidates can send their CVs to: or apply through the "Apply" button.

    ***No Work from Home option***

    For more details, please visit

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