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Job Description Company Description Motherhood is a specialty hospital chain with 23 hospitals across 11 cities in India, providing world-class comprehensive women and child healthcare in a homely and comfortable environment. We are known for our compassionate and efficient service, fostering excellence in every aspect of a woman's life. Our integrated brand prides itself on offering holistic care from puberty through womanhood and old age, ensuring smooth labor, delivery, and child care. Our state-of-the-art technology and infrastructure guarantee an experience of the highest quality. 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. 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 prospective 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 prospective and HIS updating ; 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. 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. 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. Major Job Qualifications / Specific Skills