Senior Executive.Service Excellence.Medcare Hospital Sharjah Branch 1

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.