EA to COO

Job Purpose:

Essential duties and responsibilities

CUSTOMER CARE :

·          Providing help and advice to customers using your organization's products or services;

·          Communicating courteously with customers by telephone, email, letter and face to face;

·        Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service associates;

·         Keeping accurate records of discussions or correspondence with customers;

·        Analyzing statistics or other data to determine the level of customer service your organization is providing;

·         Writing reports analyzing the customer service that organization provides;

·         Developing customer service procedures, policies and standards for the organization or department;

·         Meeting with other managers to discuss possible improvements to customer service;

·         Being involved in staff recruitment and appraisals;

·         Training staff to deliver a high standard of customer service;

·         Leading or supervising a team of customer service staff;

·         Learning about organization's products or services and keeping up to date with changes;

·         Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

ADMINISTRATION :

·         Maintain solid communication in the department and throughout the organization.

·         Observe and ensure compliance with company sanitation, safety, and food safety standards.

·         Observe and follow all company policies and established procedures.

·         Assign fixed activities to office/service center/front end associates during idle periods.

·         Set up a sturdy work flow shift-wise to improve work processes and efficiency.

·         Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.

·         Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.

·         Liaise with departmental heads to reduce turnaround time for various diagnostic reports as well as improving efficiency of processes such as discharge and admission.

·         Ensure that the departmental safety standards/ protocols are strictly adhered to in areas under direct responsibility.

QUALITY AND ACCREDITION PROCESS:

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About Company

Zydus Hospitals is a chain of multi-specialty hospitals offering advanced clinical care. It is known for its excellence in cardiology, oncology, orthopedics, and more. The hospital is backed by Zydus Group’s legacy in healthcare and life sciences.

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