Service Excellence Associate Aster DM Healthcare

Aster DM Healthcare is currently seeking an experienced candidate for the role of Senior Service Excellence Associate. The successful candidate will work at Al Qusais Hospital in Dubai. If you’re interested in this opportunity, submit your application without any delay.

Duties as Service Excellence Associate

• Liaison with patients and their families to address concerns or specific needs that may arise during their course of treatment within the hospital setting.
• Build sustainable relationships and trust with internal and external customers through open and interactive communication.
• Own the feedback management exercise end to end.
• Maintain accurate and comprehensive documentation of all assigned patient experience initiatives at the unit.
• Analyze feedback data trends and articulate the information to support and develop process/service improvements.
• Liaison with relevant departments and provide support in implementing patient facing process/ service improvement action plans.
• Ensure excellent service standards in the unit.
• Track & Report SLAs on predefined frequency.
• Ensure effective CAPA is conducted for each complaint.
• Maintain daily, weekly, monthly reporting formats for all patient experience measures as prescribed. Utilize Service Excellence performance measurement tools to improve patient/customer outcomes.
• Escalate /communicate information to appropriate person(s) in appropriate time frames to meet patient or family questions, concerns, and/or expectations.
• Maintain follow up of the escalated/problematic cases (feedback/Google Review) with relevant departments for full closure.
• Consistently explore feedback based process improvements for better outcomes.

What you’ll do as Service Excellence Associate

• Perform call backs for all dissatisfied patients based on all measures being used in the system.
• Perform audit calls for feedback verification as per set requirements.
• Assist in seamless deployment and sustenance of various Process Improvement Initiatives.
• Be the SPOC for handling grievances and managing escalations for patients and their family members / attendants. Assess patient and/or family concerns and develop a plan to address needs.
• To ensure that all the admitted patients are met up with regularly and connect built.
• Determine Patient Experience requirements by maintaining contact with patients and their family members / attendants; visiting operational environments; customer journey mapping, conducting surveys; forming focus groups; bench-marking best practices; analyzing information and applications.
• Manage the Feedback Management System end to end, functionally and analytically (data management) on daily, weekly monthly parameters.
• Arrive at SLAs at each step, Acknowledgement, Interim Response, Final Resolution.

Education & Experience

• Graduate, With adequate Computer knowledge & MS Office (MS Excel/MS Power point/ MS Outlook).
• Minimum – 3 years of experience in Service Industries.
• Previous experience in Patient Experience/ Complaint Management will be desirable.

Desired Skills

• Anticipate customer needs, understand their expectations and respond appropriately.
• Treat others with compassion, fairness, courtesy and respect while honoring their uniqueness.
• Willingly work with others to identify and achieve common goals.
• Enthusiastically approach their role and display pride in the organization.
• Take personal responsibility for doing the right thing.
• Optimize the talents of self and others and the use of time, materials and equipment.
• Must demonstrate exceptional communication skills along with excellent customer service skills.
• Must be able to perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure.
• Be able to perform under stressful conditions when confronted with multiple requests, demonstrating prioritizing skills.

Unit In Charge Aster DM Healthcare Dubai UAE