Division: HOPosition: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
Employment Type:Full Time, Temporary/Contractual
UG:B.B.A/ B.M.S in Any Specialization
PG:MBA/PGDM in Any Specialization
National Institute for Smart Government (NISG)