Service Line Executive
Motherhood hospital · Coimbatore · onsite · Posted 50d ago
Undisclosed2–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Customer Journey: Build rapport with customers from the very first meeting by understanding their stated and unstated requirements and subtly aligning Motherhood's offerings with their expectations.
Responsibilities - Convert prospective customers into lifelong customers.
- Provide relevant information regarding facility tours, procedures, medical management, and financial aspects transparently to build trust and strengthen relationships.
- Highlight the benefits, value-added services, safety protocols, service standards, and room categories while engaging in financial discussions and negotiations.
- Upsell and cross-sell services based on the customer's profile and requirements.
- Coordinate with the concerned authority if financial assistance is required.
- Clearly explain deposit requirements and payment terms to patients.
- Counsel patients on the dos and don'ts related to their care journey.
- Follow up with prospective customers who have not proceeded with bookings.
- Conduct follow-up calls regarding upcoming EDDs, delivery packages, and bed bookings.
- Organize events end-to-end, including maternity photoshoots and baby showers.
- Follow up with customers to ensure attendance at complimentary classes.
- Keep Management updated on customer feedback, service gaps, and customer perceptions regarding products, packages, and offers.
- Take ownership of customer concerns and ensure prompt resolution by the respective teams.
- Collaborate actively with coordinating departments to close service gaps and ensure the customer experience consistently meets expectations.
- Track and manage CRM leads effectively.
- Maintain productivity data as per schedule, including Doctor-wise EDD trackers and monthly delivery trackers.
- Accurately update patient conversion sources, referral channels, and marketing initiatives.
- Capture data of all prospective customers, update the HIS system, and share reports based on defined parameters to support decision-making and business focus.
- Identify and monitor potential source markets and corporate referral opportunities.
- Stay updated on competitors' activities, including pricing, products, packages, and promotional offers.
- Gather competitor information whenever patients share rates or packages from other hospitals.
- Participate in all activities scheduled by Corporate, including meetings, performance reviews, training programs, and assessments.
- Periodically provide suggestions for improving productivity based on customer expectations, market trends, and untapped opportunities.
- Keep consultants informed about confirmed referral appointments.
- Keep treating and referral doctors updated on the ongoing status of patients.
- Engage with visiting consultants, build strong relationships, and reinforce Motherhood as the hospital of choice.
- Maintain cordial and professional relationships with all consultants.
- Ensure personal grooming, discipline, and professional decorum are maintained as per organizational standards.
- Contribute to the implementation of the organization's Service Vision.
- Ensure the team delivers exceptional patient care by coordinating with support service departments to maintain customer comfort and service standards.
- Manage the feedback system and monitor performance metrics, including Google Reviews, Net Promoter Score (NPS), and overall customer satisfaction scores.
Sourced from naukri
Skills
Customer Experiencecustomer satisfactioncrmmarketing initiativescounseltraining programsHospitalcustomer feedbackPatient CareSafety protocolsMarket TrendsNPSmedical managementUpsellNet Promoter Scoremarketing
About Motherhood Hospital
Motherhood hospital
Healthcare
1.0k+
employees
2011
15 years old
Bangalore,Karnataka
India
₹5.6L PA avg
Avg at Motherhood Hospital
About
We are known for our compassionate and efficient service, along with our drive to enhance every aspect of a woman’s life through our commitment to excellence.
Industries
HealthcareHealthcare / Pharma
Employee ratings
10 reviews
3.6/ 5
Culture
2.7
Career growth
2.7
Work-life
3.0
Employees rate it well for
Skill Development36Overall Company36
Find them on