Senior Executive.Service Excellence.Medcare Hospital Sharjah Branch 1

Role Overview

Senior Executive, Service Excellence at Medcare Hospital Sharjah Branch 1, a division of Aster DM Healthcare Limited.

Company Overview

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and an emerging healthcare player in India. The company operates across primary, secondary, tertiary and quaternary healthcare through hospitals, clinics and pharmacies, with over 20,000 dedicated employees across its geographies. The organization serves all economic segments in the GCC countries through differentiated healthcare services across the Aster, Medcare and Access brands.

Medcare, the premium healthcare division, is a pioneering healthcare provider in the region with a focus on patient-centric care, clinical excellence and state-of-the-art treatment. Medcare operates three multi-specialty hospitals including Medcare Hospital Safa Park Dubai, Medcare Hospital Sharjah and Medcare Women and Children Hospital in Dubai, plus one specialty hospital, Medcare Orthopaedics & Spine Hospital. The division also operates three specialty centres and 12 multi-specialty centres across key locations in Dubai and Sharjah, supported by a team of 350+ qualified healthcare professionals.

Role Purpose

Lead the Service Excellence team to enhance patient experience and satisfaction across the hospital through strategic management of patient feedback, complaints, and quality initiatives while ensuring consistently high service standards.

Key Responsibilities

Team Leadership

• Lead and support the Service Excellence team by providing guidance, coaching and day-to-day support to ensure team members achieve their goals and maintain high standards of service excellence.

Quality and Complaint Management

• Manage VOC (Voice of Customer) and QMS (Quality Management System) cases by reviewing, coordinating and following up on patient feedback, complaints and quality-related cases to ensure timely resolution and appropriate corrective actions.

Patient Engagement and Experience

• Monitor and manage Google Reviews by responding to patient feedback professionally and coordinating with relevant departments when required.
• Identify opportunities to improve the overall patient experience based on patient feedback and reviews.
• Attend to patient requests and concerns on the floor, ensuring prompt assistance, effective communication and appropriate escalation of issues when necessary.

VIP Patient Services

• Conduct regular visits and follow-ups with VIP patients to ensure a personalized and seamless patient experience.
• Address VIP patient needs or concerns and coordinate with relevant departments to ensure timely resolution.

Operations and Scheduling

• Coordinate and arrange the Service Excellence rota to ensure adequate staff coverage and effective deployment of the team based on operational requirements.