Customer Care Executive (IP and OP Department)

Job Responsibilities:1. Customer Management

Single touch point for new and existing customers

• Welcome call after new registrations, get finer info and enter in CRE Tracker
• Appointment booking help
• Appointment reminder 1 day before appointment
• Meet and greet on day of appointment (hand over to someone else 1 day before if not visiting in your duty hours)
• Facility tour on 1st or 2nd visit
• After second scan or 4th visit, explain packages
• In 5th and 6th month, encourage bookings by explaining benefits of early bookings
• If not booked by 7th month, offer nutrition workshop
• If not booked by 8th month, offer physiotherapy session
• In final month, offer post-natal freebies + reduce hassle by booking

• If the customer has booked
• Call up next day to fix slots for ANC, baby shower (if applicable), nutrition and all applicable sessions as per package
• Follow up on each individual session after the session like nutrition and physiotherapy
• Friendly call in 9th month to check in and also brief on what to buy. Can be clubbed with second last consultation.

• Delivery and discharge
• Meet and greet when customer has checked in
• Call 2 days after discharge offer care at home

• Engagement Workshops group sessions
• ANC
• Baby Shower
• Group nutrition workshop
• Group physiotherapy/yoga session
• MBA workshop
• Daily Bed Booking Target Achievement for future
• Service to all customer booked for packages

2. Sales

• Daily Bed Booking Target Achievement for future
• Service to all customer booked for packages

Specific focus on sales for Feb march & April

. Reporting and Data Management

1. Timeliness and completeness of reports
2. Accuracy of data
3. Follow-ups and closures

Other Skills, which includes:

• Accountability
• Professional Attitude and Appearance
• Customer Focus
• Psychosocial skills (Communication & Listening Skills/Interpersonal/Empathy/Emotional Quotient)
• Cognitive Skills (Critical Thinking/Decision Making/ Problem Solving/Planning/Organizing/Reflective Thinking/ Assertiveness/ Crisis Management/Time Management/Attentiveness)
• Preparing and managing records
• Professional Ethics  (Privacy/ Confidentiality)
• Product/Service Knowledge