Service Excellence Executive

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

The Service Excellence Executive will be responsible for handling customer complaints, ensuring timely resolution, collecting proactive feedback, and coordinating with internal departments to improve the overall patient and referring clinician experience.

• Handle and resolve patient and clinician complaints through calls, WhatsApp, email, reviews, and internal escalations.
• Take ownership of service issues from complaint to final resolution and customer confirmation.
• Conduct proactive feedback calls and one-to-one empathy interviews with patients, families, and referring clinicians.
• Identify service gaps related to waiting time, communication, billing, hygiene, staff behaviour, and overall patient experience.
• Maintain accurate records of complaints, feedback, and Root Cause Analysis (RCA) in the designated systems.
• Coordinate with concerned departments for RCA, corrective actions, and timely closure of cases.
• Ensure properfeedback loop closureby communicating the resolution to the person who raised the concern.
• Monitor customer satisfaction after resolution and identify recurring service issues.
• Support service improvement initiatives, customer grievance policies, surveys, and monthly management reporting.
• Coordinate with Front Office, Call Centre, Radiology, Pathology, Home Collection, Sales, and Marketing teams as required.
• Travel to branch centres and conduct in-person patient/clinician interviews when required.