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Fernandez Foundation Reviews by Employees

Staff Nurse

An opportunity to truly make a difference @ Fernandez Foundation. Inviting interest from professionals who believe that customer experience is their forte`. Position: Sr. GM / GM - Customer Experience (Role: Head) Work Location: Bogulkunta (Hyderabad) Work Type: 100% work from office (full-time) Here's are the role details: Position Overview: To enhance customer care practices, drive patient satisfaction, loyalty, and retention. Oversee the development and implementation of comprehensive customer experience strategies, processes, and initiatives across all the hospital units. Responsibilities: - Develop and implement a holistic customer experience strategy aligned with the hospital's mission, vision, and values. - Lead and manage a diverse team of customer care associates, call centre agents, and support staff to deliver exceptional service. - Evaluate existing customer care processes and workflows to identify opportunities for optimization and improvement. - Collaborate with cross-functional teams, including clinical staff, administration, and IT, to integrate technology solutions and enhance service delivery. - Establish quality assurance measures and performance metrics to monitor service quality and compliance with standards across all patient touch points. - Serve as the primary evaluator and solution provider for patient feedback, complaints, and grievances, advocating for patient needs within the organization. - Foster a culture of continuous improvement and innovation in customer care practices, staying abreast of industry trends and best practices. - Provide leadership, mentorship, and professional development opportunities for team members to support their growth and success. Academics: - MBA - Marketing, Healthcare Management OR - Master's in communications, advertising. Experience: - Minimum of 3 years of experience in a leadership role overseeing customer experience or patient relations functions in a healthcare setting. - Proven track record of developing and implementing successful customer experience strategies and initiatives. - Experience working in a multidisciplinary and matrixed organization, collaborating effectively with diverse stakeholders. Knowledge: - Knowledge of customer acquisition and engagement models. - Knowledge of service parameters/standards, specifically that of the healthcare industry. Abilities to: - Formulate and train policies, processes, and de escalation techniques.. - Remain calm & composed under pressure/crisis conditions. - Think strategically, out of the box and creatively. - Engage constructively with people (patients and hospital staff across levels). Skills Requirement: - Excellent written, verbal communication, interpersonal & presentation skills. - Excellent analytical, problem solving, organizing & planning skills. - Being able to converse in Telugu, Hindi and English.. Behavior/Attitude, Personality type Requirement: - Positive & pressure bearing. - Pleasant, presentable, sensitive, mature & composed. To know more about us visit: www.fernandezhospital.com

Hyderabad

Fernandez Foundation - Senior General Manager/General Manager - Customer Experience 

Job Description for Fernandez Foundation - Senior General Manager/General Manager - Customer Experience  in FERNANDEZ FOUNDATION in  Hyderabad for (15-22) years of experience. Apply Now!