Rainbow Children's Hospitals
Website:
rainbowhospitals.in
Job details:
Job Title: Assistant Manager / Manager - Voice of Customer & Patient Relations
Department: Service Excellence - Corporate
Location: Corporate Service Excellence Office, Hyderabad (pan-India unit coverage)
Job Summary: The Voice of Customer (VoC) & Patient Relations lead owns end-to-end complaint and negative-feedback management for all units of Rainbow Children's Hospital and BirthRight by Rainbow. The role ensures every negative patient voice - across Google reviews, social media, grievance e-mails, escalations to the MD & CEO and internal feedback platforms - is acknowledged, investigated, resolved and closed with a proper closure message within SLA. Working with unit Service Excellence teams, the role drives root-cause analysis, brings down repeat complaints, governs lead management in LeadSquared (LSQ) and converts VoC data into unit-wise insights that improve the patient experience. The role also provides corporate oversight of Housekeeping, Security and Transport, focused on monitoring standards, costs and patient-impacting gaps.
Focus
Indicators
Complaint & Grievance Management
- Own the pan-India complaint management process across all units and channels - logging, categorisation, assignment, investigation, escalation and closure.
- Personally handle and track high-priority escalations, including grievances addressed to the MD & CEO and corporate grievance e-mails, until closure.
- Ensure every complaint is acknowledged within the defined TAT and closed within SLA with a documented resolution and patient-facing closure message.
- Review closure quality - tone, empathy, accuracy and completeness of responses - and send back responses that do not meet the standard.
Negative VoC Monitoring & Online Reputation
- Monitor negative voice of customer daily across RISE, the feedback portal, Google reviews and social media listening.
- Ensure every negative review or comment is acknowledged publicly with an approved response, moved offline where needed, and closed with feedback and a closure message.
- Coordinate with the ORM agency and Marketing on response templates, crisis comments and escalation of reputation-sensitive posts.
- Track Google rating, review volume, response rate and response time by unit; flag units with declining ratings for corrective action.
- Encourage satisfied patients to share positive reviews through a structured review-generation process at the units.
RCA & Repeat Complaint Reduction
- Coordinate with units on Root Cause Analysis (RCA) and Corrective & Preventive Action (CAPA) for all serious and repeat complaints.
- Identify repeat themes by unit, department, doctor and touchpoint; drive closure of systemic gaps with process owners.
- Track CAPA implementation and verify effectiveness through reduction in repeat complaints.
- Present a monthly repeat-complaint and RCA status review to the VP Service Excellence and Facility Directors.
Trackers, Analytics & Reporting
- Ensure all unit teams fill the daily tracker accurately and on time; follow up on gaps.
- Convert data into actionable insights and improvement recommendations for units and corporate functions.
Lead Management (LSQ)
- Ensure every lead (emergency, complaint, appointment and High Value) is processed in LeadSquared (LSQ) within the defined SLA.
- Monitor first-response TAT, lead aging, follow-up discipline and lead-to-conversion ratios by unit and source.
- Work with unit teams and the contact centre to improve conversion and reduce TAT; flag leakage and unattended leads.
- Ensure data hygiene in LSQ - correct dispositions, stages, sources and closure reasons.
SOPs, Manuals & Capability Building
- Create and maintain SOPs for complaint handling, grievance redressal
- Develop user manuals and quick-reference guides
- Build response libraries - acknowledgement, holding and closure message templates
- Train unit SE teams and front-line staff on complaint handling, service recovery and platform usage; refresh periodically.
- Audit SOP adherence at units and update documents as processes and platforms evolve.
Support Services Oversight (Housekeeping, Security & Transport)
- Review unit daily checklists, audit scores and patient feedback on cleanliness, security and transport; follow up on gaps with Unit Heads.
- Track monthly support-service costs and vendor SLA performance by unit; flag outliers to the VP Service Excellence.
- Ensure adherence to SOPs and protocols (infection-control cleaning, access and visitor control, transport safety); maintain the related SOPs and checklists.
- Link support-service complaints into RCA and repeat-complaint reduction.
Key Performance Indicators
- Complaint acknowledgement TAT and % closure within SLA
- % negative reviews / comments responded to and closed with a closure message
- Reduction in repeat complaints and MD & CEO escalations
- Google rating and review response rate by unit
- Daily tracker compliance by unit
- LSQ lead TAT, % leads processed within SLA and conversion rate
- Timeliness and accuracy of MIS / dashboards
- Support-service audit scores, related complaint trend and cost vs. budget
Key Stakeholders
- Internal: VP Service Excellence, Cluster Heads, SE Unit Leads, Unit front facing teams, Medical / Nursing leadership, Marketing, Contact Centre, IT / Digital, Legal and Quality.
- External: Patients and families, ORM agency, platform vendors (RISE, LUCAS / Big Trunk, LeadSquared), Housekeeping, Security and Transport vendors.
Skills & Competencies
- Strong written and spoken English; ability to draft empathetic, precise responses. other regional languages an advantage.
- Analytical mindset with strong Excel skills (pivots, dashboards); Power BI exposure preferred.
- Working knowledge of CRM / LSQ, review management and social listening tools.
- Composure in handling sensitive, emotional and high-visibility escalations; sound judgement and discretion.
- Follow-up discipline, stakeholder influence across units without direct authority, and process orientation.
Qualifications
- Graduate / Postgraduate in Hospital Administration, Healthcare Management, Hospitality or Business.
- Assistant Manager: 4-7 years; Manager: 7-10 years in patient relations, customer experience or complaint management.
- Healthcare (preferably multi-specialty / multi-unit hospital chain) or hospitality background preferred.
- Hands-on experience with online reputation management and CRM / lead management tools is an advantage.
- Exposure to hospital housekeeping, security or transport operations is an advantage.
Click on Apply to know more.
