Mohit Varshney
- Role
- Vice President Head of Customer (Patient) Experience and Training at Pristyn Care
- Location
- Gurugram, IN
- LinkedIn followers
- 500 followers
About Mohit Varshney
I am a Chief Customer Officer–level leader with 20 years of global experience in Customer…
Experience
Vice President Head of Customer (Patient) Experience and Training
May 2021 — Present
Build the best experience for elective surgeries in Indian Healthcare sector. Leading Enterprise organizations with 100+ employee strength focusing on uplifting customer experience across all touchpoints. Leading and influencing key functional leaders to keep customers at the center of their strategies, developing various programs/solutions with product and process enhancements. • Lead Implementation of Salesforce CRM for driving Customer 360 and digital and self-servicing products. • Designed and lead the implementation of Mobile App and other products to facilitate customer servicing and their experience • Build the Organization from ground up, from 21 people today we are 100 plus people driving Patient Experience, Enterprise Training and Quality across the Enterprise. • Drove NPS for Pristyn Care, Improved Digital NPS from single digits to 50 with 42% feedback from digital channels. • Developing strategic program office to drive customer experience throughout the customer journey • Established and Lead transformation to exceed performance across many operational KPI’s; Miss Call % for Inbound (5%), Satisfaction for complaint Resolution (80%), Patient Complaints reduced to Less than 10% monthly, follow up % at 90% and Refund TAT is under 5 days. • Build dashboards to drive daily complaints and escalations and real time process for solving customer issues • Enterprise Training across 32 organizations including New Hires, Refreshers and bottom quartile performance improvement programs. • Ensure social media is being tracked, and Pristyn Brand is managed while ensuring driving reviews of Happy patients while ensure resolve concerns of unhappy patients. • Launched Programs Like Patient Outreach to really drive Care and proactive servicing to all our patients.
Skills
- Requirements Analysis
- Pmo
- Service Delivery
- Management
- Project Portfolio Management
- Requirements Gathering
- Sdlc
- Vendor Management
- Program Management
- Team Management
- Pre-Sales
- Agile Methodologies
- Business Analysis
- Leadership
- Strategy
- Business Process
- Project Management
- Agile
- Software Project Management
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