Associate.Service Excellence.Medcare Management Office - Ansar Gallery at Aster DM Healthcare

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

03 Oct, 26

Salary

0.0

Posted On

05 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

English Proficiency, Empathy, Active Listening, Professional Communication, Data Entry, Typing Speed, Problem Solving, Customer Centricity, Outbound Calling, Complaint Handling, Patient Feedback Collection, Medical Terminology

Industry

Hospitals and Health Care

Description

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. 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 plus 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. For more details please visit our website https://www.asterdmhealthcare.com/ [https://www.asterdmhealthcare.com/] 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 Dubai, Medcare Hospital Sharjah and Medcare Women and Children Hospital in Dubai and one specialty hospital Medcare Orthopaedics & Spine Hospital. In addition, it has three specialty centres and 12 multi-specialty centres in key locations across Dubai and Sharjah. With a team of 350+ qualified healthcare professionals, Medcare promotes and supports the highest standards in preventive, curative and rehabilitative healthcare.

Responsibilities

The Associate is responsible for conducting high-volume outbound calls to patients post-visit to gather feedback and understand their healthcare journey. They must document patient concerns accurately and support service recovery efforts to improve overall patient satisfaction scores.