Service Excellence Executive
- Apollo Hospitals
- 3 - 5 years
- Hyderabad
- 8 months ago
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Job Description
The Service Excellence Coordinator plays a key role in promoting a culture of exceptional service and patient-centered care throughout the hospital. This role is responsible for implementing, monitoring, and enhancing service excellence strategies, ensuring all staff consistently deliver high-quality, compassionate, and efficient care. The position supports continuous improvement in patient satisfaction, staff engagement, and service delivery processes.
Key Responsibilities:
- Service Culture Development:
- Promote and embed service excellence standards aligned with the hospitals mission and values.
- Conduct service excellence training and onboarding for new and existing staff.
- Serve as a role model for outstanding patient and family service.
- Patient Experience Improvement:
- Monitor and analyze patient satisfaction surveys (e.g., HCAHPS, Press Ganey).
- Investigate and resolve service-related complaints or grievances.
- Coordinate initiatives to improve patient experience scores and feedback.
- Staff Engagement & Support:
- Provide coaching and recognition for staff demonstrating service excellence.
- Collaborate with department heads to identify service gaps and training needs.
- Encourage interdepartmental collaboration to improve service delivery.
- Quality & Compliance Monitoring:
- Ensure service policies and standards comply with healthcare regulations.
- Participate in audits, accreditation preparation, and quality improvement projects.
- Reporting & Communication:
- Prepare regular reports on patient experience trends and service metrics.
- Communicate service goals and outcomes to leadership and frontline staff.
Job Classification
Industry: Medical Services / Hospital (Diagnostics)Functional Area / Department: Healthcare & Life SciencesRole Category: Other Hospital StaffRole: Other Hospital Staff - OtherEmployement Type: Full timeContact Details:
Company: Apollo HospitalsLocation(s): Hyderabad
Keyskills: Quality Management Patient Relations Patient Services
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