Sr. Grievance Management Specialist – HO – AB PM JAY, NHA New Delhi

From 8 to 13 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

About NHA:

National Health Authority (NHA)is the apex body responsible for implementing India’s flagship public health insurance/assurance scheme called “Ayushman Bharat Pradhan Mantri Jan Arogya Yojana” & has been entrusted with the role of designing strategy, building technological infrastructure and implementation of “National Digital Health Mission” to create a National Digital Health Eco-system.

AboutAyushman Bharat Pradhan Mantri-Jan Arogya Yojana(AB PM-JAY):

The Ayushman Bharat Pradhan Mantri-Jan Arogya Yojana (AB PM-JAY) aims to to achieve the vision of Universal Health Coverage (UHC). This initiative has been designed to meet Sustainable Development Goals (SDGs) and its underlining commitment, which is to "leave no one behind."

PM-JAY was announced by the Hon’ble Prime Minister on 23rd September, 2018. It is currently being implemented in 36 States/UT’s.

Candidates may find more details at:

Division: HO

Position:Sr. Grievance Management Specialist

Qualification & Experience:

Post Graduate Degree in Management /MBA from recognized University. 8-10 years of experience.

Job Description:

1. Operations - Overall management of Grievance Redressal Management System (GRMS) at NHA including monitoring of critical performance indicators. Responsible to provide adequate and quick resolution to all the grievances sticking to the TAT.

2. Liasioning and coordination - Liasioning with MoHFW in addressing CPGRAMS cases, handling CPGRAMS portal and revision/integration of CPGRAMS portal. Liasioning with state coordinators, state level officer viz. State Grievance Nodal Officer (SGNO) for grievance resolution and end to end follow up for the grievances lodged on CGRMS.

3. Monitoring & Adherence to policy - Ensuring adherence to grievances redressal policy and processes, monitoring its implementation and initiating corrective action wherever needed by self.

4. Reports – Supervise CGRMS/CPGRAMS report preparation and ensure reports are shared with the state weekly and fortnightly.

5. Guidance document - Leading in preparation and dissemination of guidance document viz. guidelines, SOP, and policy document. Furnish technical and functional support advisory for the development of technical document for upgradation of CGRMS portal.

6. Data Analysis & Quality Assurance - Analyses of grievance related indicators over time and across states, districts to generate useful insights for course corrections and strengthening the implementation mechanisms. Develop and institute quality assurance mechanism using statistical tool viz. control charts etc.

7. Capacity building and Advocacy - Capacity building of the states on use of portal, guidance document, critical performance indicator etc. Develop Capacity building modules, session structure, schedule etc. Promote an intervention and methods/initiatives to improve communication across units and disciplines.


Salary: Not Disclosed by Recruiter

Industry:Medical Services / Hospital

Functional Area:Other

Role Category:Other

Employment Type:Full Time, Temporary/Contractual


UG:B.B.A/ B.M.S in Any Specialization

PG:MBA/PGDM in Any Specialization

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National Institute for Smart Government (NISG)
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Contact Company:National Institute for Smart Government (NISG)