Senior Executive – Service Excellence

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.

Medcare Hospitals and Medical Centres (Medcare), the premium healthcare division of Aster DM Healthcare, is one of the pioneering healthcare providers in the region.

With a focus on delivering a patient-centric journey as well as encouraging clinical excellence and state-of-the-art care, Medcare operates three multi-specialty hospitals including Medcare Hospital Safa Park Dubai, Medcare Hospital Sharjah and Medcare Women and Children Hospital in Dubai and one specialty hospital Medcare Orthopaedics & Spine Hospital. In addition, it has three specialty centres and 12 multi-specialty centres in key locations across Dubai and Sharjah.

With a team of 350+ qualified healthcare professionals, Medcare promotes and supports the highest standards in preventive, curative and rehabilitative healthcare.