Deputy Manager

Service Excellence

• Lead unit and departmental process improvement programs to enhance patient satisfaction.
• Implementing the designed programs which create a positive patient experience and promote service excellence.
• Foster a sense of teamwork in all of the organization to active participate in process improvement and drive culture changes.
• Create a system to handle, respond and address the complaints from patients and visitor in timely manner.
• Regular review, action and preventive measures to ensure process are in place and repeat complaints are eradicated.
• provide communications, training to coordinators and staff at all levels of the unit to ensure competency, commitment and compliance with service excellence programs and initiatives.
• To ensure world class patient experience that reflects in Google rating, Net Promoter Score, Feedback and Star rating etc.
• Implement all digital initiative of organization like NH care App, EMR, Online appointment, System and provide feedback to software team.
• Create awareness and drive utilization of digital service transformation program among staff, other department and customers.
• Perform active and passive service excellence audits to understand and identify the required training program to raise the bar at all the levels of service delivery.
• Prepare daily/weekly/monthly reports on service excellence transformation progress / service quality / customer satisfaction and all negative and critical feedback analysis to the senior management.
• Conducting weekly/monthly review with the internal team for the necessary steps for the improvement.

EMR management

• Training users consultants, junior doctors, nursing staff, pharmacists and technicians.
• New joiners/users Introduce EMR, create their relevant configurations with IT support and provide product demo.
• Train users about potential uses of the existing product.
• New functionalities - Provide orientation to the users for new functionalities that gets implemented in each version / product upgrade (eg: Drug Interaction Alert, Pharmacy Update, Investigation list Update, CIMS clinical decision support system and its features to be introduced to all users).
• Data tracking and management for every roll out; measure and report key milestones on EMR adoption and focus on improving the adoption rate.

Collaborative Responsivity

• Reporting the bug to central EMR team, perform user acceptance testing once resolved and get the end user sign off
• Understand the complexities of IP environment and the unique / specific requirements of the unit and plan a smooth roll out to improve the acceptance of all stakeholders
• Understand new end user requirements, prioritize and communicate to the central EMR team through proper documentation.

• Other Responsibilities

  ·         In addition to the above, be proactive in taking up any additional responsibility, be it clinical or non-clinical on a need basis as and when such situation arises.

  PERFORMANCE MEASURES:

  ·         Patient feed back collected & score achieved.

  ·         Reduction in Customer complaints

  ·         NPS score

  ·         Google score

  ·         Quality improvement projects and Process reengineering programs such as JCI and Baldridge.

  REQUIRED KNOWLEDGES, SKILLS, ABILITIES AND ATTRIBUTES:

   

  ·         Thorough knowledge of best practices and tools for creating culture of service excellence.

  ·         Good knowledge of hospital process, services and departments.

  ·         Customer focused and good at relationship management

  ·         Skill in facilitating collaboration and coordination among various departments

  ·         Ability to motivate and engage others in new ideas and processes.

  ·         Ability to communicate effectively & engage with patients.

  ·         Analytical mindset and familiar with data intelligence tools such as BI, dashboards.

  Digital native and familiar with modern technologies