Service Line Executive

Key Responsibilities:

Customer Journey:

- Builds rapport with customers from the very first meeting; understands the customers stated and unstated requirements; subtly link MH offerings with those expectations.

- Converts the prospectives into lifelong customers.

- Provides relevant information Facility tour | procedure | medical management | financials - transparently to build the relationship.

- Highlights the benefits, value adds, safety and service protocols that have been designed to provide superior care, stay, category of room etc when engaging in the financial negotiation.

- Based on the customer profile, up-sell and cross sell.

- If financial assistance required, coordinate with concerned authority.

- Deposit details & payment terms to be clarified to the patient.

- Counsel on dos and donts.

- Follow up with customers who have not come back for booking.

- Follow up calls for: upcoming EDD; delivery package; bed booking.

- Organize Events end to end : Maternity Photo shoot; baby shower.

- Follow up to ensure attendance for complimentary classes.

- Keep the Management updated regarding all feedback , service gaps , customer perception of our products, packages, offers.

- Own any issues the customer may encounter & ensure prompt recovery by respective team.

- Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.

- Track CRM leads.

- Maintains productivity data as per schedule per doctor EDD tracker; monthly delivery tracker;

- Accurately update patient conversions sources - referral channels, Marketing Initiatives

- Capture Data of all prospectives and HIS updation ; forward reports based on defined parameters to enable decision making and focus.

- Be alert and identify source markets and corporate references.

- To be constantly updated on competition activity - rates, products , discounts.

- If patient has rates of other hospitals, seek information.

- Participate in all activities scheduled by Corporate – meetings, performance reviews, trainings, assessments.

- Offer suggestions periodically for improved productivity, based on customer expectations, market offering, and opportunities as yet not explored.

Ensures all SoP’s are adhered to and we provide “Care like no Other”

Every customer has a warm & caring experience aligned with the Service Experience Plan.

Ä Customer Journey:

- Builds rapport with customers from the very first meeting; understands the customers stated and unstated requirements; subtly link MH offerings with those expectations.

- Converts the prospectives into lifelong customers.

- Provides relevant information – Facility tour | procedure | medical management | financials - transparently to build the relationship.

- Highlights the benefits, value adds, safety and service protocols that have been designed to provide superior care, stay, category of room etc when engaging in the financial negotiation.

- Based on the customer profile, up-sell and cross sell.

- If financial assistance required, coordinate with concerned authority.

- Deposit details & payment terms to be clarified to the patient.

- Counsel on do’s and don’ts.

- Follow up with customers who have not come back for booking.

- Follow up calls for: upcoming EDD; delivery package; bed booking.

- Organize Events end to end : Maternity Photo shoot; baby shower.

- Follow up to ensure attendance for complimentary classes.

- Keep the Management updated regarding all feedback , service gaps , customer perception of our products, packages, offers.

- Own any issues the customer may encounter & ensure prompt recovery by respective team.

- Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.

- Track CRM leads.

- Maintains productivity data as per schedule – per doctor EDD tracker; monthly delivery tracker;

- Accurately update patient conversions sources - referral channels, Marketing Initiatives

- Capture Data of all prospectives and HIS updation ; forward reports based on defined parameters to enable decision making and focus.

- Be alert and identify source markets and corporate references.

- To be constantly updated on competition activity - rates, products , discounts.

- If patient has rates of other hospitals, seek information.

- Participate in all activities scheduled by Corporate – meetings, performance reviews, trainings, assessments.

- Offer suggestions periodically for improved productivity, based on customer expectations, market offering, and opportunities as yet not explored.

Ä Consultant Management :

- Keep Consultants informed regarding their confirmed referral appointments.

- Keep the doctors (treating and referral) informed about the ongoing status of the patient.

- Engage with visiting consultants, build rapport and assurance to ensure MH is the hospital of choice.

- Maintain a cordial and professional relationship with Consultants.

Ä Responsible for Outstanding Service Experience Delivery:

- Ensures personal grooming as per standard; maintain discipline and decorum.

- Contributes to implementation of the Service Vision

- Ensures team delivers care like no other ~ coordinates with support service departments to ensure customers are comfortable and services are as per standard.

- Manage the feedback system : maintain scores for Google review; NPS & Customer satisfaction.

Desired candidate Profile:

Communicates in a convincing & empathic style; compelling written & oral communication

- Fluency in English and Regional language

- Persuasive interpersonal skills ; intuitively understands customers and enjoys assisting them

- Demonstrated leadership potential; ability to collaborate with and influence colleagues

- Results oriented and able to work in a fast-paced environment

- Sharp eye for detail; proactively completes tasks and activities