Service Excellence Executive

Job Description

Role Summary

The Service Excellence Executive will be responsible for handling customer complaints, ensuring timely resolution, collecting proactive feedback, and coordinating with internal departments to improve the overall patient and referring clinician experience.

Key Roles & Responsibilities

Handle and resolve patient and clinician complaints through calls, WhatsApp, email, reviews, and internal escalations.

Take ownership of service issues from complaint to final resolution and customer confirmation.

Conduct proactive feedback calls and one-to-one empathy interviews with patients, families, and referring clinicians.

Identify service gaps related to waiting time, communication, billing, hygiene, staff behaviour, and overall patient experience.

Maintain accurate records of complaints, feedback, and Root Cause Analysis (RCA) in the designated systems.

Coordinate with concerned departments for RCA, corrective actions, and timely closure of cases.

Ensure proper feedback loop closure by communicating the resolution to the person who raised the concern.

Monitor customer satisfaction after resolution and identify recurring service issues.

Support service improvement initiatives, customer grievance policies, surveys, and monthly management reporting.

Coordinate with Front Office, Call Centre, Radiology, Pathology, Home Collection, Sales, and Marketing teams as required.

Travel to branch centres and conduct in-person patient/clinician interviews when required.