Associate Service Excellence

Your role:

The service excellence associate will be responsible for engaging with patients post their hospital interaction (inpatient, outpatient, and emergency room) after 72 hours of their visit. The role involves contacting patients through outbound calls, gathering feedback, understanding their needs, and empathizing with them based on their healthcare journey.

Your responsibilities:

• Make high-volume outbound calls to patients (post 72 hours of IP, OP, and ER visits).
• Collect patient feedback on hospital services, facilities, and care provided.
• Identify patient needs, concerns, and queries.
• Demonstrate empathy and active listening while addressing patient experiences.
• Document feedback accurately in the system for reporting and analysis.
• Ensure patient confidentiality and compliance with healthcare communication protocols.
• Support service recovery efforts in coordination with the line manager.
• Contribute to improving patient satisfaction scores by providing actionable insights.

Key skills & competencies:

• Excellent communication skills (English language proficiency). Strong empathy, patience, and active listening abilities.
• Ability to manage difficult conversations with professionalism.
• Data entry and documentation accuracy with a great typing speed.
• Problem-solving and customer-centric mindset.

Qualifications & experience:

• 1-3 years of experience in customer service roles handling complaints, feedback, and queries. Preferred call centre experience.
• Experience in high-volume inbound/outbound calling is essential.
• Basic knowledge of hospital/clinic processes and medical terminology preferred.
• Understanding of healthcare unit operations will be an added advantage.

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, we are one of the few entities in the world with a strong presence across primary, secondary, tertiary, and quaternary healthcare through our hospitals, clinics, and pharmacies. We have over 20,000 dedicated employees across the geographies that we are present in, delivering a simple yet strong promise to our different stakeholders: “We’ll treat you well.” We reach out to all economic segments in the GCC countries through our differentiated healthcare services across the “Aster,” “Medcare,” and “Access” brands.

Medcare Hospitals and Medical Centres (Medcare), the premium healthcare division of Aster DM Healthcare, is one of the pioneering healthcare providers in the region. With a focus on delivering a patient-centric journey as well as encouraging clinical excellence and state-of-the-art care, Medcare operates three multi-specialty hospitals including Medcare Hospital Safa Park, Medcare Hospital Sharjah, and Medcare Women and Children Hospital, and one specialty hospital, Medcare Orthopaedics & Spine Hospital. In addition, it has three specialty centres and 12 multi-specialty centres in key locations across Sharjah.

With a team of 350+ qualified healthcare professionals, Medcare promotes and supports the highest standards in preventive, curative, and rehabilitative healthcare.