Operations - Service Excellence

Drlogy Technologies Pvt. Ltd.

Chennai District

On-site

INR 1,400,000 - 2,200,000

Full time

14 days+

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Job summary

Apollo Hospitals in Chennai is seeking an experienced Operations – Service Excellence professional to enhance patient and customer experiences by monitoring service quality and coordinating hospital operations. This full-time role involves analyzing patient journeys, addressing service gaps, driving audits, and implementing improvements across departments.

Collaborate with front-office, nursing, billing, diagnostics, housekeeping, and support teams, while maintaining adherence to SOPs and

Qualifications

Graduate degree required.
MBA in Hospital Management or Service Quality preferred.

Responsibilities

Monitor day-to-day operational processes to ensure smooth patient service delivery.
Evaluate patient journeys across registration, consultation, diagnostics, billing, admission, and discharge.
Identify service gaps, delays, bottlenecks, and recurring operational issues.
Coordinate with departments to resolve patient and service-related concerns promptly.
Monitor patient feedback, complaints, suggestions, and satisfaction levels.
Investigate service complaints and coordinate appropriate corrective actions.
Conduct regular service quality audits across patient-facing departments.
Develop and implement initiatives to improve patient experience and operational efficiency.
Monitor adherence to hospital SOPs, service standards, and customer service guidelines.
Track operational KPIs and prepare regular service excellence reports.
Coordinate with front-office, nursing, billing, diagnostics, housekeeping, and support teams.
Identify opportunities for process simplification and reduction of waiting times.
Support staff training on communication, patient handling, service etiquette, and escalation procedures.
Maintain records of complaints, resolutions, feedback, and improvement initiatives.
Analyze patient feedback trends and recommend preventive or corrective measures.
Coordinate interdepartmental meetings to address recurring operational challenges.
Support implementation of quality and accreditation-related service standards.
Monitor compliance with defined turnaround times and service-level requirements.
Assist management in developing patient-centric operational policies and procedures.
Promote a culture of accountability, empathy, responsiveness, and continuous improvement.

Skills

Designing

Implementing

Monitoring service excellence

Customer experience

Service quality

Patient care

Education

Graduate

MBA (Hospital Management or Service Quality background)

Job description

Free to Apply Verified Employer Secure & Private No Hidden Charges

Job Requirements

Experience 10 - 14 Years Experience

Education

Graduate
MBA (Hospital Management or Service Quality background)

All Gender

Vacancy 1

Last Date to Apply 10, March 2027

Job Role

Work Location Chennai

Work Mode Work From Office

Department Operations , Patient Experience

Role Service Excellence Manager

Employment type Full time

Key Skills

Designing

implementing

and monitoring service excellence initiatives across the hospital; skills: patient care

Customer Experience

Service Quality

Customer Satisfaction

Preference Languages

Any Language

Job Description

The Operations – Service Excellence professional is responsible for improving the overall patient and customer experience by monitoring service quality, coordinating operational activities, resolving service concerns, and ensuring consistent adherence to hospital standards. The involves process monitoring, patient feedback management, staff coordination, service audits, reporting, and continuous improvement across hospital departments.

Monitor day-to-day operational processes to ensure smooth patient service delivery.
Evaluate patient journeys across registration, consultation, diagnostics, billing, admission, and discharge.
Identify service gaps, delays, bottlenecks, and recurring operational issues.
Coordinate with departments to resolve patient and service-related concerns promptly.
Monitor patient feedback, complaints, suggestions, and satisfaction levels.
Investigate service complaints and coordinate appropriate corrective actions.
Conduct regular service quality audits across patient-facing departments.
Develop and implement initiatives to improve patient experience and operational efficiency.
Monitor adherence to hospital SOPs, service standards, and customer service guidelines.
Track operational KPIs and prepare regular service excellence reports.
Coordinate with front-office, nursing, billing, diagnostics, housekeeping, and support teams.
Identify opportunities for process simplification and reduction of waiting times.
Support staff training on communication, patient handling, service etiquette, and escalation procedures.
Maintain records of complaints, resolutions, feedback, and improvement initiatives.
Analyze patient feedback trends and recommend preventive or corrective measures.
Coordinate interdepartmental meetings to address recurring operational challenges.
Support implementation of quality and accreditation-related service standards.
Monitor compliance with defined turnaround times and service-level requirements.
Assist management in developing patient-centric operational policies and procedures.
Promote a culture of accountability, empathy, responsiveness, and continuous improvement.

At Apollo Hospitals, our goal is simple yet powerful: to help people live healthier, longer lives. Since 1983, we have been providing trusted, high-quality medical care to millions of patients in India and around the world.

Our Vision

We aim to “Touch a Billion Lives” by making advanced healthcare accessible, affordable, and reliable for everyone.

Our Mission

We are committed to: