Category : Administrative Staff Type : Full Time
Job Description
Key Responsibilities:
1. User Training and On-boarding:
-Provide one-on-one or group coaching and hand-holding for key stakeholders to ensure comfort with the platform.
-Develop and deliver training programs (in-person and online) for doctors, staff, patients and other stakeholders on how to use the new apps/portals.
-Create user-friendly guides, videos, and FAQs to support self-learning.
2. Stakeholder Management:
-Serve as the primary point of contact for users, addressing queries and feedback regarding the apps/portals.
-Work closely with department heads, doctors, nurses, administrative staff, and other stakeholders to ensure their specific needs are met.
-Facilitate communication between the digital transformation team and end users, gathering input on potential improvements.
3. Customer Success Strategy:
-Design and implement a long-term strategy to ensure continued success and value delivery through the digital platforms.
-Develop key performance indicators (KPIs) to measure success, such as user satisfaction, app adoption rates, and operational efficiencies.
4. Adoption and Engagement:
-Monitor usage data to track adoption and engagement levels, and devise strategies to increase user interaction with the platforms.
-Identify and resolve barriers to adoption, ensuring the platforms add value to daily operations, enhance user experience and improve patient care.
-Develop campaigns to encourage continued engagement and educate users on new features.
5. Issue Resolution and Support:
-Provide ongoing support to users, troubleshooting technical or usage issues in collaboration with the digital transformation team.
-Ensure timely resolution of issues to maintain high levels of satisfaction and trust in the digital tools.
6. Feedback and Continuous Improvement:
-Regularly gather feedback from users to inform improvements and enhancements to the apps/portals.
-Work with the digital transformation team and development teams to prioritize feature requests based on user input.
Qualification
-Education: MBA, preferably in healthcare or Bachelor degree in business or IT.
-Experience: 2-4 years of experience out of which 1+ years of experience in customer success, account management, or project management, preferably in healthcare or in e-commerce platforms or consumer facing apps
Experience
3-7 years
Apply for this positionRecommended jobs for you
