Walk-in | Customer Experience Executive

Yashoda Hospitals; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Yashoda Hospitals in Hyderabad is seeking a dedicated professional to enhance patient experience. You will interact with patients daily to collect feedback, conduct rounds across OPD, IPD, Emergency, Diagnostics, and other care areas, and document insights to drive service improvements.

The role requires excellent communication in English, Telugu, and Hindi, a patient-centric approach, and the ability to handle complaints. Rotation shifts may be required to meet hospital needs.

Qualifications

• 12 years of experience in Customer Experience or similar healthcare roles.
• Experience in patient feedback collection and complaint handling.
• Excellent communication and interpersonal skills.
• Ability to work across English, Telugu, and Hindi.
• Patient-centric approach with good listening, counseling, and problem-solving skills.
• Basic MS Office and MIS reporting knowledge.
• Willingness to work in rotational shifts.

Responsibilities

• Interact with patients and attendants on a daily basis to collect feedback on their hospital experience
• Conduct patient feedback rounds across OPD, IPD, Emergency, Diagnostics, and other patient care areas
• Collect feedback related to service quality, staff behaviour, cleanliness, food, waiting time, and overall patient experience
• Record patient feedback accurately in the prescribed format/system
• Identify patient concerns, complaints, and service gaps and elevate them to the concerned department
• Coordinate with respective HODs/In-charges for timely resolution of patient concerns
• Follow up on complaints and feedback to ensure proper closure and service recovery
• Maintain daily, weekly, and monthly feedback reports and MIS
• Identify recurring complaints and support the team in implementing corrective actions
• Monitor patient satisfaction trends and highlight areas requiring improvement
• Maintain confidentiality of patient information and feedback
• Support patient experience initiatives, surveys, and service quality improvement activities
• Ensure professional, polite, and empathetic interaction with patients and attendants at all times

Skills

12 years experience

Patient feedback handling

Communication skills

Interpersonal skills

English language

Telugu language

Hindi language

Listening skills

Counselling skills

Problem solving

MS Office

MIS reporting

Job description

Role & responsibilities

• Interact with patients and attendants on a daily basis to collect feedback on their hospital experience
• Conduct patient feedback rounds across OPD, IPD, Emergency, Diagnostics, and other patient care areas
• Collect feedback related to service quality, staff behaviour, cleanliness, food, waiting time, and overall patient experience
• Record patient feedback accurately in the prescribed format/system
• Identify patient concerns, complaints, and service gaps and elevate them to the concerned department
• Coordinate with respective HODs/In-charges for timely resolution of patient concerns
• Follow up on complaints and feedback to ensure proper closure and service recovery
• Maintain daily, weekly, and monthly feedback reports and MIS
• Identify recurring complaints and support the team in implementing corrective actions
• Monitor patient satisfaction trends and highlight areas requiring improvement
• Maintain confidentiality of patient information and feedback
• Support patient experience initiatives, surveys, and service quality improvement activities
• Ensure professional, polite, and empathetic interaction with patients and attendants at all times

Preferred candidate profile

• 12 years of experience in Customer Experience, Patient Relations, Guest Relations, Front Office, or similar healthcare/hospital roles
• Experience in patient feedback collection and complaint handling will be preferred
• Excellent communication and interpersonal skills
• Good command of English, Telugu, and Hindi will be an advantage
• Pleasant personality with a strong patient-centric approach
• Good listening, counselling, and problem-solving skills
• Basic knowledge of MS Office and MIS reporting
• Ability to interact confidently with patients, attendants, doctors, and hospital staffWillingness to work in rotational shifts as per hospital requirements