Customer Experience Executive

Role & responsibilities

• Interact with patients and attendants on a daily basis to collect feedback on their hospital experience
• Conduct patient feedback rounds across OPD, IPD, Emergency, Diagnostics, and other patient care areas
• Collect feedback related to service quality, staff behaviour, cleanliness, food, waiting time, and overall patient experience
• Record patient feedback accurately in the prescribed format/system
• Identify patient concerns, complaints, and service gaps and escalate them to the concerned department
• Coordinate with respective HODs/In-charges for timely resolution of patient concerns
• Follow up on complaints and feedback to ensure proper closure and service recovery
• Maintain daily, weekly, and monthly feedback reports and MIS
• Identify recurring complaints and support the team in implementing corrective actions
• Monitor patient satisfaction trends and highlight areas requiring improvement
• Maintain confidentiality of patient information and feedback
• Support patient experience initiatives, surveys, and service quality improvement activities
• Ensure professional, polite, and empathetic interaction with patients and attendants at all times

Preferred candidate profile

• 12 years of experience in Customer Experience, Patient Relations, Guest Relations, Front Office, or similar healthcare/hospital roles
• Experience in patient feedback collection and complaint handling will be preferred
• Excellent communication and interpersonal skills
• Good command of English, Telugu, and Hindi will be an advantage
• Pleasant personality with a strong patient-centric approach
• Good listening, counselling, and problem-solving skills
• Basic knowledge of MS Office and MIS reporting
• Ability to interact confidently with patients, attendants, doctors, and hospital staff
• Willingness to work in rotational shifts as per hospital requirements