VaccineOnWheels - Process Manager - Customer Experience - IIM/ISB/MDI/FMS

Job Title: Customer Experience Process Manager

Position: 1

Exp: 5+ years

Job Location- Pune

Qualification- MBA from IIMs or top 20 B-Schools

Responsibilities:

- Understand Customer/Patient journey for respective business divisions/functions

- Understand Customer/Patient touch points and which all departments / stakeholders are interacting with them

- Understand and define how Customer / Patient is interacting with different team members either virtually/physically

- Define end-to-end Customer/Patient journey for respective business divisions/functions with the ultimate aim of creating delight factor at each and every touch points

- Define matrices to make Customer/Patient experience better and define audit mechanisms

- Needs to take care of process designing, Process implementation, Monitoring & Analysis

- Be the point of escalation for critical patient issues and recommend process improvement

- Monitor daily, weekly, monthly customer experiences at different points within respective divisions/functions

- Define training modules required to train each and every stakeholders who is interacting with patients either virtually / physically

- Monitor training department and training delivered to newly joined employees with regards to patient experience

- Monitor CRM / Call center department closely for patient counselling and patient complaints

- Define protocols for patient complaint resolution and monitor closely

- Help IT department in making / identifying software to monitor trend analysis of patient complaints

- Ensure resolution and recommend process improvement

Customer success manager skills and qualifications:

- Strong organizational and presentation skills

- A tendency for relationship building

- Healthcare domain experience

Jivika Healthcare

Headquartered in Pune, Maharashtra, Jivika has a dedicated team operating from 5 states within India -

Maharashtra, Tamil Nadu, Karnataka, Jharkhand, and Meghalaya. Social Impact Driven Enterprise - Jivika

introduced its 1st service innovation VaccineOnWheels in 2019 - India's 1st Doctor based Mobile Vaccination

Clinic.

Transforming India's Healthcare Ecosystem

Our Founder - Jignesh Patel a vision is to take healthcare services near the community by building an affordable,

equitable, and quality mobile healthcare ecosystem for the under served within urban and rural India. Our mission is to serve 25 million by 2025. Jivika's strong roots today have expanded its branches to

1. CancerCareAtHome: To provide Cancer care at home

2. MedicalCareOnWheels: To provide primary care to remote villages in partnership with Government through a doctor-based mobile medical unit

3. VaccineOnWheels: To provide additional vaccines not covered by the government at a subsidized rate to bottom-of-the-pyramid One of the fastest growing Healthcare Startup

In April 2019, Jivika started with a single employee as our founder being 1st employee with rented premises in Thergaon, Pune. Now we are standing tall with owned Head Office at Baner Pune and multiple offices in different cities. Our company has started hiring employees from premium B-Schools like IIMs and premium Engineering schools like IITs. While working towards our mission of 25 million by 2025, we are proud to serve 2.5+ million by March 2021.