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

Required Skills

Skills Required

Outpatient Care, Administrative Work, Customer Service, Organizational Skills, Communication Skills