Service Line Executive

2 weeks ago

Pune, Maharashtra, India Motherhood Women's & Child Care Hospital Full time ₹ 3,00,000 - ₹ 3,60,000 per year

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, ₹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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