Sr. Executive/ Assist. Manager (Relationship Manager)

Role & responsibilities

• As a Relationship Manager, they will be responsible for building and maintaining positive relationships between the hospital & various stakeholders, including customers, their family, doctors, SLEs, other medical & non-medical teams.

Their primary goal is to be one point of contact throughout the pregnancy journey & to ensure a high level of patient satisfaction in all the services.

Ensures all Sops 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 and their requirements.

- Serve as a point of contact for expected parents and new families, addressing their concerns, providing information, and ensuring a positive experience throughout the pregnancy journey.

- Develop and nurture relationships with doctors and other relevant medical practitioners.

- Provides relevant information – Facility tour | Brief intro about MH | USPs of MH | to build the relationship.

- Highlights the benefits, value ads, safety and service protocols that have been designed to provide superior care, stay, category of room etc. when engaging in the facility tour.

- Coordinate educational programs, workshops, and tours to showcase the hospital's facilities and expertise in maternity care

- Follow up to ensure attendance for antenatal sessions.

- Keep the Management updated regarding all feedback, service gaps, customer perception of our products.

- Own any issues the customer may encounter & ensure prompt recovery by the respective team.

- Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.

- Follow up calls for: Future session, consultation & Diagnosis

- To be constantly updated on competition activity.

Consultant Management:

- Keep Consultants informed regarding their confirmed referral appointments.

- Keep the doctors (treating and referral) informed about the ongoing status of the patient.

- 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.

Preferred candidate profile

Knowledge of maternity care practices, regulations, and trends.

- Thorough product and services knowledge, communicate the key differentials confidently.

- Strong computer skills - good knowledge of software; excel workbook.

- Ability to plan & execute work.

- Documentation accuracy - in data collation & update.

Excellent communication skills.

- Fluency in English and Regional language

- Persuasive interpersonal skills; intuitively understand customers and enjoy assisting them

- Ability to collaborate with and influence colleagues

- Results oriented and able to work in a fast-paced environment

- Sharp eye for detail; proactively completes tasks and activities

Candidates who have taken a break and would like to come back and join for a full time role.