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Your Role:

The Guest Relation Executive, will support VOC strategy by conducting quantitative research, analyzing customer data and presenting key customer insights to the leadership. You will own and manage the Voice of Customer Program and CX metrics (NPS, Complaints, Social media channels etc.) The role will lead continuous process improvement projects and finding solutions to address challenges in our Operational processes, leading to a positive customer experience.

Your Responsibilities:

• Be the \xe2\x80\x9cguardian angel\xe2\x80\x9d for patients in the assigned hospital - work on the hospital floor to guide, pacify, inform and educate patients on a daily basis.
• Serve as a patient advocate and execute ideas that will make the patient journey simpler, faster and seamless.
• Have a pro-active approach to patient experience - identify opportunities to delight patients by sensing their needs before they ask.
• Anticipate patient discomfort in various touchpoints and pro-actively offer assistance - wheelchair needs, waiting area congestion, pro-actively inform patients about unanticipated delays owing to doctors running late, interact with senior citizens and children to make their waiting time anxiety more bearable.
• Continuously review and understand customer feedback received for the assigned unit and drive continuous improvements in overall service quality by streamlining processes, highlighting issues, seeking buy-in from Operations and through timely escalations.
• Listen actively to and resolve patients \'complaints on a real time basis to ensure that concerns are addressed promptly and up to their satisfaction.
• Promote all amenities, conveniences and programs offered (e.g., Aster Health Check).
• Provide patients and families with information on hospital services, procedures, protocols, concerns and complaints.
• Interact with patients or families to determine the nature of care needed and direct them to the concerned.
• Perform crisis intervention duties with a view to facilitate resolution.
• Effect changes within the hospital system to ensure that patient experience is enhanced and more patient friendly.
• Work closely with Operations team to increase QR survey of hospital/cluster and take proactive initiatives on the feedback from patients and collect Google rating after completing the service.

Education & Experience:

• Graduate/Diploma in any field.
• Minimum 2-3 years\' of relevant experience in managing customer experience.
• Serve as role model for Service Excellence with a passion for improving customer journeys.
• Cross-functional broad understanding of healthcare domain, processes, and practices will be a plus.
• Proven ability to identify improvement opportunities and perform business analysis to make recommendations
• Ability to change and adapt to growing business demands as well as the ability to collaborate with other business unit.
• Excellent communication, presentation and networking skills.
• Competencies:

Delivering Patient Excellence | Strives for service excellence to \'treat customers well\' by displaying an understanding of their requirements, delivering value and by communicating, keeping in mind the customer\'s perspective.

Driving Results | Displays perseverance and resilience to deliver high performance. Displays accountability for results and takes timely decisions evaluating relevant sources of information.

Driving Collaboration | Establishes open and trusting relationships to drive cross functional synergy, focus on achievement of collective results and respect for diversity.

Our Benefits & Culture:

At Aster, We Care. We strive to create meaningful & purposeful experiences for our employees. As part of our team, you can contribute to giving back to society. Around the world we employ discoverers, and encourage bold innovators.

Aster DM Healthcare is an Equal Opportunity Employer. We embrace diversity and respect differences that lay the foundation for encouraging creative ideas, building cohesive teams and fostering values and experiences. Our brand\'s promise of "We\'ll Treat You Well" deeply resonates with our employees and the communities we serve.

About Us:

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, we are one of the few entities in the world with a strong presence across primary, secondary, tertiary and quaternary healthcare through our hospitals, clinics and pharmacies. We have over 20,000 plus dedicated employees across the geographies that we are present in, delivering a simple yet strong promise to our different stakeholders: \xe2\x80\x9cWe\'ll treat you well.\xe2\x80\x9d We reach out to all economic segments in the GCC countries through our differentiated healthcare services across the \xe2\x80\x9cAster\xe2\x80\x9d, \xe2\x80\x9cMedcare\xe2\x80\x9d and \xe2\x80\x9cAccess\xe2\x80\x9d brands.

For more details please visit our website

About the Team:

Aster Hospitals, one of the largest private healthcare service providers in GCC, aim to make a difference with our patient-centric approach to medical care and an inherent emphasis on clinical excellence. Currently, Aster Hospitals are located in 4 countries in the GCC specializing in primary, secondary and tertiary healthcare.

These include Aster Hospitals (Mankhool and Al Qusais) in UAE, Aster Al Raffah Hospitals (Muscat, Sohar and Ibri) in Oman, Aster Hospital (Doha) in Qatar and Aster Sanad Hospital (Riyadh) in Kingdom of Saudi Arabia delivering on a simple yet strong promise to its people: \xe2\x80\x9cWe\'ll treat you well.\xe2\x80\x9d Overall, Aster DM Healthcare Group has a strong presence in GCC and is an emerging healthcare provider in India with 25 hospitals, 116 clinics and 238 pharmacies manned by 20,500+ workforce (including approx. 1250 doctors on fee for service basis) from across the geographies.

Aster DM Healthcare