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 robust 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

📌 Customer Experience Executive (Hyderabad)
🏢 Yashoda Hospitals
📍 Hyderabad