Service Line Executive

Job Description

Key Responsibilities: Builds rapport with customers from the very first meeting; understands the customers stated and unstated requirements; subtly link MH offerings with those expectations. 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. 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. Participate in all activities scheduled by Corporate meetings, performance reviews, trainings, assessments. 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. Responsible for Outstanding Service Experience Delivery: Ensures personal grooming as per standard; maintain discipline and decorum. Contributes to implementation of the Service Vision Manage the feedback system : maintain scores for Google review; NPS Customer satisfaction