Patient Experience & Service Excellence Lead

Sampurnadiagnostics; Center, Northern (TX, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Sampurnadiagnostics seeks a Service Excellence Executive to manage patient and clinician complaints, aiming for timely resolution and positive experiences. You will coordinate with Front Office, Call Center, Radiology, Pathology, Home Collection, Sales and Marketing, traveling to branches if needed.

The role emphasizes identifying service gaps, maintaining records, and closing feedback loops to drive improvements across departments.

Qualifications

• Experience in delivering high quality customer service in healthcare or similar.
• Strong communication skills with patients, families and clinicians.
• Ability to identify gaps in service and propose improvements.

Responsibilities

• Handle and resolve complaints via calls, messages, email, and escalations.
• Own service issues from start to resolution and obtain confirmation.
• Conduct proactive feedback calls and interviews with patients and referring clinicians.

Skills

Customer service

Communication

Problem solving

Empathy

Tools

CRM software

Job description

Sampurnadiagnostics seeks a Service Excellence Executive to manage patient and clinician complaints, aiming for timely resolution and positive experiences. You will coordinate with Front Office, Call Center, Radiology, Pathology, Home Collection, Sales and Marketing, traveling to branches if needed.

The role emphasizes identifying service gaps, maintaining records, and closing feedback loops to drive improvements across departments.