Associate.Service Excellence.Medcare Management Office - Ansar Gallery

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 & 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.