Role Summary The Service Excellence Executive owns individual service failures from the moment they surface to the moment they are closed, verified, and reported back to the person who raised them. This is the person a distressed patient or an unhappy referring doctor actually speaks to, and the person who then makes sure the underlying problem reaches the department that can fix it.

Half the work is not waiting for complaints at all. The role goes out and finds dissatisfaction that would never have been reported, through structured calls and in-depth one-on-one interviews with patients, their families and referring clinicians.

The role sits in an independent function reporting to the Head of Service Excellence, deliberately outside the Front Office and Call Centre reporting line. That independence is what allows the role to represent the customer rather than the department.

Reports To

Head of Service Excellence

Positions

2

Based At

Indore, with regular travel to branch centres

Works Closely With

Front Office and Call Centre teams, Radiology and Pathology operations, Sales team, home collection team, Marketing

Key Responsibilities

- Service Recovery and Response

Monitor every intake route daily dissatisfied WhatsApp feedback responses, Google and social media reviews, email and telephone complaints, and escalations handed over by frontline staff. New channels will be added over time. Log every case in the Notion Feedback Tracker at the point of intake, without exception, including cases resolved within minutes, and assign it to the responsible department.

Make first contact with the patient or clinician within the agreed response time, by telephone wherever possible rather than by message.

Listen, de-escalate, establish what actually happened, and take personal ownership of the case until it is closed.

Offer immediate relief within the defined authority limit retest, refund, expedited processing or priority routing without waiting for approval.

Negative Reviews

Draft and post the response to every negative review across Google and social platforms, after approval. Contact the reviewer directly to resolve the underlying issue wherever they are identifiable. Tracking of review volume and sentiment sits with Marketing.

Escalate to the Head of Service Excellence any case that exceeds the relief limit, involves clinical judgement, or crosses more than one department.

- Proactive Feedback and Interviews

Make structured feedback calls to patients from the high-risk segments defined by the Head of Service Excellence first-time patients, MRI and CT, home collection, delayed or reissued reports.

Empathy Interviews

Conduct detailed, one-on-one qualitative interviews with patients and family members, in person. Go beyond star ratings. Ask deep, structured questions that surface the actual journey, the underlying need, the pain points, communication gaps and satisfaction. Follow the answer with another question rather than moving to the next item on a checklist.

What To Probe

Probe specifically on doctor communication, nursing and technician care, wait times, billing clarity, hygiene, and front-desk behaviour.

Interview referring clinicians one-on-one, accompanying the Sales team, focusing on service quality and pain points, never on commercial terms.

Support the design and running of patient and clinician satisfaction surveys.

Record every conversation,



including the ones where nothing was wrong, so that the sample means something. Anything of substance goes into the RCA Register.

- RCA Follow-Through and Loop Closure

Log every issue from intake, from interviews, and from anything raised by a colleague, into the Notion RCA Register, and name the department that owns the underlying failure. Hand the case to that department for first-line Root Cause Analysis, and track it to closure. Chase departments that have not responded within the agreed period.

Close The Loop

After closure, contact the person who raised the issue patient, clinician or staff member and tell them what was found and what is being done about it. A case is not closed until this has happened.

Record whether the resolution actually satisfied them, so that recovery is measured on the customers verdict rather than on the file being marked complete.

- Support to Policy and Projects

Support the drafting and rollout of the Retest and Customer Grievance Policy and the Escalation and Handover Protocol. Maintain the data behind the monthly report to the CEO.

Support cross-departmental improvement projects with case evidence and customer detail.

Induction

First 30 Days The role cannot judge whether a complaint is reasonable without understanding how the work is actually done. A structured induction is a requirement of the role, not a formality.

Pathology

Sample journey from collection to report, realistic turnaround times, why some tests take longer, what a reissued report means.

Radiology

Modalities offered, appointment and slot logic, reporting workflow, why scan reporting timelines vary.

Front Office And Call Centre:

Current booking, billing and enquiry process at a working counter.

Home Collection

One full shift accompanying a phlebotomist.

Branch Visit

At least two branch centres outside Indore.

Systems

CrelioHealth basics, the Notion Feedback Tracker and the RCA Register.

Interview Technique

Training in empathy interviewing, then live interviews observed by the Head of Service Excellence before working independently.

Shadowing

Live case handling alongside the Head of Service Excellence before taking cases independently.

How Performance Is Measured

Proportion of assigned cases closed within the agreed response and resolution times.

Completeness of logging cases captured versus cases known to have occurred.

Service recovery rate customers verified as satisfied after closure, not merely cases marked closed.

Loop closure proportion of originators told what was found and what changed.

Interview volume and depth conversations completed, and the proportion that produced a finding worth logging.

Cost of recovery relative to cases resolved.

Improvement in review ratings and NPS for the segments the executive covers.

Boundaries of the Role

This role does not replace or duplicate the Front Office. It handles cases the frontline could not resolve.

This role does not conduct another departments Root Cause Analysis. It logs the issue, hands it over, tracks closure,



and reports back to the originator.

This role does not own review volume, ratings or sentiment tracking. That sits with Marketing. It owns the response and the resolution.

This role does not make clinical judgements. Any complaint touching diagnosis or medical accuracy is routed to the relevant Clinical Chief.

This role does not negotiate rates, credit or commercial terms with clinicians. That remains with the Sales team.

This role does not discipline staff. Findings go to the department head, never to the individual.

Person Specification: Service Excellence Executive

Internal recruitment reference | Not for circulation with the

Essential

Graduate in any discipline.

Experience

Two to five years in a frontline customer experience role hospitality, aviation, premium hospital front office or patient relations, banking service desk, or organised retail. Complaint handling or guest relations experience is the closest match.

Language

Fluent spoken Hindi.

Working

English sufficient for written case logging and email correspondence.

Temperament

Demonstrated composure with angry or distressed people. The ability to stay calm while being shouted at is the single most important quality in this role.

Listening Depth

Curiosity and the patience to keep asking. Much of this role is qualitative interviewing, which requires following an answer with a better question rather than working down a list. A candidate who only collects ratings cannot do half the job.

Written Clarity

Transparent, factual written records. A case log that cannot be understood by someone else is of no use.

Systems

Comfortable working in software systems daily and maintaining structured records.

Mobility

Willing to travel to branch centres, including outstation locations, and to conduct interviews in person.

Desirable

Prior exposure to healthcare, diagnostics or a hospital environment.

Experience with a helpdesk or ticketing system, or with NPS and satisfaction survey programmes.

Experience in qualitative research, market research fieldwork, or structured customer interviewing.

Prior work in a dedicated complaints, grievance or service recovery function.

Not Required A clinical, laboratory or radiology background is not required and should not be used to screen candidates.

The necessary clinical literacy is provided through structured induction. Temperament, listening and communication cannot be trained in the same way and should carry the weight in selection.

Selection Notes

Test, Dont Ask:

Assess composure directly. A role-play with a genuinely difficult complaint tells you more than any interview question about handling pressure.

Test The Interviewing

Ask the candidate to interview a member of the panel about a recent service experience for five minutes. Count how many follow-up questions they ask. This predicts performance in the proactive half of the role better than anything on the CV.

Written Sample

Ask the candidate to write a short case log from a spoken scenario. Poor written recording is the most common failure in this role and is hard to remedy later.

Language Balance

Do not favour polished English over the ability to hold a difficult conversation in Hindi. Most cases and nearly all interviews will be in Hindi.

To Be Fixed

Salary band and the relief authority limit must be fixed before the position is posted.

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