Libu Philip

Deputy Manager-Patient Care

MANIPAL HOSPITALS

01.2015 - 12.2024

Ensures clear focus on enhanced customer interaction at the counter
Actively campaigns to solicit customer comments & suggestions for improving the quality of customer care
Monitors and collates statistics of patient feedback forms and presents the analysis to the management team
Recommends and draws up programs deemed necessary for the improvement of quality customer care
Ensures that the customer appointment booking process functions smoothly
Ensures that room allocation procedures and room Reservation System are in place
Ensures that standards for handling patient visitors/patient attendees are being implemented
Sets up systems and processes to handle heavy OPD flows to minimize /eliminate delays
Develop and suggest ways to use database for marketing along with the Marketing Manager
Develops standard operating procedures relating to corporate and VIP customers
Actively contributes to the success of the health camps, clinics, and vaccination drives
Streamlines the admission and discharge process together with the concerned department heads.
Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
Coordinated with other departments to ensure smooth functioning of activities.
Organized meetings, events, conferences, workshops for staff members.
Developed strategies for improving customer service standards within the organization.
Maintained records of all operational activities for future reference.
Nominated Brand Champ for Training & auditing staff knowledge on Brand Service Standards for two years.

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