IVF Counsellor

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