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. Recent 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.

📌 Service Excellence Executive (Agar)
🏢 Sampurna sodani diagnostic clinic
📍 Agar