Service Line Executive

4 weeks ago

Bengaluru, Karnataka, India Rhea Healthcare Full time
Job Description

We are seeking a dynamic and customer-focused Service Line Executive to serve as a key point of contact for our patients. The ideal candidate will be responsible for building strong relationships with customers, providing transparent information, and ensuring a seamless service experience from initial inquiry through to completion. This role requires a blend of sales acumen, exceptional interpersonal skills, and a commitment to operational excellence.

Key Responsibilities

- Customer Relationship Management:
- Build immediate rapport with customers by understanding their stated and unstated needs.
- Provide relevant and transparent information, including facility tours, procedure details, medical management, and financials.
- Highlight the benefits and value-adds of our services, safety protocols, and room categories during financial negotiations.
- Up-sell and cross-sell services based on the customer's profile and needs.
- Clarify deposit details and payment terms, and coordinate financial assistance if required.
- Counsel customers on dos and don'ts related to their care.
- Lead & Follow-up Management:
- Proactively follow up with prospective customers who have not yet booked.
- Conduct follow-up calls for upcoming Estimated Due Dates (EDD), delivery packages, and bed bookings.
- Track CRM leads and conversions, accurately updating patient data and reporting on key metrics.
- Organize and ensure attendance for events like maternity photoshoots, baby showers, and complimentary classes.
- Operational & Data Management:
- Actively collaborate with coordinating departments to close operational gaps and ensure the service experience consistently meets expectations.
- Maintain productivity data and trackers, including monthly delivery trackers and EDD trackers per doctor.
- Capture and update all prospective patient data in the Hospital Information System (HIS) to enable informed decision-making.
- Be alert to and identify source markets and corporate references.
- Stay constantly updated on competitor activities, rates, products, and discounts.
- Consultant Management:
- Keep consultants informed about their confirmed referral appointments and provide them with real-time patient status updates.
- Engage with visiting consultants to build rapport and ensure a positive experience, solidifying the hospital as their preferred choice.
- Service Excellence & Quality:
- Contribute to the implementation of the Service Vision by ensuring personal grooming and maintaining professional decorum.
- Manage the feedback system by maintaining high scores for Google reviews, NPS (Net Promoter Score), and Customer Satisfaction.
- Actively participate in all scheduled corporate activities, including meetings, performance reviews, trainings, and assessments.

Educational Qualifications

- A bachelor's degree in a relevant field such as Business, Marketing, or Hospitality is preferred.

Required Skills

- Sales & Negotiation: Strong sales and negotiation skills with a customer-centric approach.
- Communication: Exceptional interpersonal and communication skills to build rapport and convey information clearly.
- Customer Focus: A genuine passion for providing outstanding service and a commitment to customer satisfaction.
- Organizational Skills: Excellent ability to manage follow-ups, track leads, and organize events.
- Data Management: Proficiency in data entry, reporting, and using CRM and HIS systems.
- Teamwork: Strong collaborative skills to work effectively with various departments and consultants.

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