Aswathi MT
India,Kerala
Summary
Innovative leader in healthcare customer experience, known for implementing effective strategies that enhance patient engagement. Focused on driving measurable improvements in satisfaction scores and fostering a culture of continuous enhancement.
Overview
6
6
years of professional experience
Work History
Customer Experience Lead
Motherhood Hospital Pvt Ltd
Bangalore , Karnataka
09.2019 - 04.2023
- Led end-to-end patient experience initiatives, ensuring exceptional service quality across outpatient, inpatient, and maternity care services.
- Developed and implemented patient-centric strategies to improve satisfaction scores and loyalty metrics.
- Monitored and analyzed patient feedback through surveys, digital platforms, and direct interactions to identify improvement areas.
- Collaborated with clinical and administrative teams to streamline processes, reduce waiting times, and enhance overall patient journey.
- Designed and conducted training programs for front-line staff on patient engagement, empathy, and service excellence.
- Introduced innovative initiatives to personalize care, strengthen patient relationships, and enhance the hospital’s brand reputation.
- Resolved escalated patient complaints efficiently, maintaining high levels of satisfaction and trust.
- Partnered with marketing and communications teams to promote hospital services, campaigns, and patient education programs.
- Implemented key performance indicators (KPIs) to track service quality, patient retention, and operational efficiency.
- Championed a culture of continuous improvement, encouraging feedback-driven enhancements across departments.
Domain Specialist-
Remedient Technologies
Bangalore , Karnataka
01.2017 - 03.2018
- Managed and resolved complex insurance-related queries, ensuring timely and accurate responses to customer requests.
- Collected, analyzed, and documented customer feedback to identify trends, gaps, and areas for process improvement.
- Acted as a subject matter expert (SME) on insurance products, policies, and procedures to support internal teams and clients.
- Collaborated with cross-functional teams to streamline workflows and enhance customer experience.
- Prepared reports and insights from feedback data to drive decision-making and improve service delivery.
- Provided training and guidance to new team members on handling insurance queries and feedback collection processes.
- Ensured compliance with regulatory requirements and company policies in all customer interactions.
Education
MBA - Hospital Administration
Rajiv Gandhi University For Health Sciences
Bangalore 02-2018
Bachelor of Science - Zoology
Pondicherry University
Pondicherry 04-2013
Skills
- Patient experience
- Service quality
- KPI implementation
- Healthcare marketing
- Customer relationship management
- Cross-functional collaboration
- Conflict resolution
- Service design
- Customer segmentation
- Customer journey mapping
- Empathy development
Affiliations
- Implementing process improvements to enhance efficiency and patient care.
- Preparing daily, weekly, and monthly reports for hospital management.
- Communicating effectively with doctors, nurses, patients, and external stakeholders.
Hospital Projects
- NIMHANS /Jayanagar, Bangalore for 1 month from 1 st January, 2015 to 31st January, 2015.
- Columbia Asia Hebbal, Bangalore for one-month internship from 13/07/2015 to 21/08/2015
• Manipal hospitals, Bangalore from 8th February 2016 to 14th march 2016
Timeline
Customer Experience Lead
Motherhood Hospital Pvt Ltd
09.2019 - 04.2023
Domain Specialist-
Remedient Technologies
01.2017 - 03.2018
MBA - Hospital Administration
Rajiv Gandhi University For Health Sciences
Bachelor of Science - Zoology
Pondicherry University
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