Service Line Executive

2 weeks ago

Pune Maharashtra, India Motherhood Women's & Child Care Hospital Full time

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.

**Job Types**: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

**Benefits**:

- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

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