Summary
Aster DM Healthcare is hiring a Senior Executive – Service Excellence in Sharjah, United Arab Emirates. The role involves guiding and coaching the Service Excellence team and managing patient feedback, complaints, and quality-related cases through resolution. The successful candidate will monitor Google Reviews, support patients on the floor, follow up with VIP patients, and coordinate team coverage. No salary, employment terms, or qualification requirements are stated.
The posting
As published on asterdmhealthcare.com. Pulled from the employer's site and shown as they wrote it.
Your Responsibilities-
- Lead and support the Service Excellence team by providing guidance, coaching, and day-to-day support to ensure team members achieve their goals and maintain high standards of service excellence.
- Manage VOC/QMS cases by reviewing, coordinating, and following up on patient feedback, complaints, and quality-related cases to ensure timely resolution and appropriate corrective actions.
- Monitor and manage Google Reviews by responding to patient feedback professionally and coordinating with relevant departments when required.
- Identify opportunities to improve the overall patient experience based on patient feedback and reviews.
- Attend to patient requests and concerns on the floor, ensuring prompt assistance, effective communication, and appropriate escalation of issues when necessary.
- Conduct regular visits and follow-ups with VIP patients to ensure a personalized and seamless patient experience.
- Address VIP patient needs or concerns and coordinate with relevant departments to ensure timely resolution.
- Coordinate and arrange the Service Excellence rota to ensure adequate staff coverage and effective deployment of the team based on operational requirements.