Service Excellence Manager

Job Summary:

The Service Excellence Manager is responsible for driving patient experience and service quality across the hospital. This role focuses on ensuring all patient touchpoints deliver consistent, empathetic, and efficient service.

Key Responsibilities

• Develop and implement strategies to improve patient experience and satisfaction.
• Monitor patient feedback and ensure timely resolution of complaints and suggestions.
• Conduct service audits and performance assessments to maintain high service standards.
• Collaborate with departmental heads to identify and address service gaps.
• Design and deliver staff training programs on communication, empathy, and service behavior.
• Track and report key performance indicators such as NPS, CSAT, and complaint trends.
• Promote a service excellence culture through employee recognition and engagement activities.
• Align service delivery practices with accreditation standards (NABH, JCI, etc.).

Qualifications and Experience

• Graduate/Postgraduate in Hospital Administration, Healthcare Management, or related field.
  • 8 - 11 years of experience in a hospital or healthcare organization, with at least 3 years in a service excellence or patient experience role.

Key Skills and Competencies

• Excellent communication and interpersonal skills.
• Analytical thinking and data-driven decision-making.
• Empathy and a patient-centric approach.
• Strong leadership and team management capabilities.
• Proficiency in Microsoft Office and presentation tools.
• Knowledge of hospital operations and quality standards.

Performance Indicators

• Improvement in patient satisfaction and NPS scores.
• Reduction in service-related complaints and escalations.
• Compliance with service quality and audit benchmarks.