Sterling Hospital - Group Head - Service Excellence & Patient Care Services

Job Description :

• The Head - Service Excellence will be a pivotal leader responsible for developing, implementing, and sustaining a culture of service excellence across all the business units of Sterling Hospitals in Gujarat.
• This role will champion patient-centricity, drive continuous improvement in patient care services, Standard Operating procedures (SOPs), Technology transformation, Continuous process improvements and ensure a consistently positive and high-quality experience for all patients and their families.
• The Head - Service Excellence will work collaboratively with clinical and non-clinical leadership to embed service standards, monitor performance, and foster a patient-first mindset throughout the organization.
• Strategic Leadership & Vision (Strategy Development and Implementation)
• Define and Execute Strategy : Develop, champion, and execute a unified, high-impact Service Excellence and Patient Experience strategy across all six Sterling Hospitals units, ensuring direct alignment with the hospital group's overall mission, vision, and commercial objectives.
• Set Global Standards : Establish, standardize, and institutionalize clear service protocols, best practices, and Standard Operating Procedures (SOPs) for all patient-facing and critical support functions, ensuring adherence to national / international quality standards (e.g., NABH, JCI).
• Optimize the Patient Journey : Systematically map and prioritize key patient experience touchpoints (e.g., admission, discharge, clinical communication) and lead cross-functional initiatives to design, innovate, and optimize the end-to-end patient journey for maximum convenience, transparency, and comfort.

2. Digital Transformation & Innovation

3. Driving a Patient-Centric Culture & Capability

Performance Monitoring, Feedback & Resolution

Stakeholder Engagement & Team Leadership :

Desired Profile :

(ref : iimjobs.com)