Service Line Executive

Job Title :                                                         Service Line Executive   Expectation of the Role: Through personalised interactions with customers, build and sustain trusting relationships. Drive the brand with thorough product and services knowledge, communicate the key differentials confidently. Communicate in a compelling, convincing, and empathic style, building customer confidence in the product and services, sharing relevant information openly and honestly, to be seen as someone who values the customer perspective and is actively addressing their unique needs.   Place of Work:                                                 Hospital    Scope and General Purpose:  - To track and interact with prospective customers visiting the hospital and from generated leads; knowledgeably share information and facilitate the decision-making process of choice of Hospital.  - Foster positive relationships with customers, ensuring above standard rate of conversion by building customer confidence.   Reporting to: Customer Relations/ Operations: with a strong interface with the Unit Heads of Medical, Non Medical Admin, Nursing & Guest Relations.   Responsible for: Customer Loyalty : ensure customers choose Motherhood ; grow the customer base through availed services.   Liaises with: Customers Consultants Operations Marketing All front line service providing Departments   Main Duties:   Towards Prospective Patients / Customers : OP:      Create rapport with customers from the very first meeting; understand the customer stated and unstated requirements; subtly link MH offerings with those expectations.      Provide relevant information seamlessly to build the relationship.      Discuss ~ 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 details.      Based on the customer profile, up-sell and cross sell.      If patient has rates of other hospitals, seek information.      If financial assistance required, coordinate with concerned authority.      Deposit details & payment terms to be clarified to the patient.      Counsel on do’s and dont's.      Own any issues the customer may encounter & ensure prompt recovery by GR team.      Follow up with customers who have not come back for booking      Manage the feedback systematically.   IP : Be available for any assistance the patient may have.     Towards Consultants : Keep Consultants informed regarding 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.   Towards the Organization :      Convert the prospectives in to lifelong customers.      Ensure patient/ customer has a comfortable, warm & caring service experience aligned with the Service Experience Plan.      Keep the Management updated regarding service gaps and customer feedback ; share customer perceptions of our products, packages, offers.      Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.      Ensure all information is accurately updated on CRM.      Share productivity data as per schedule.      To be constantly update on competition activity - rates , products , discounts.       Offer suggestions periodically for improved productivity, based on customer expectations, market offering and opportunities as yet not explored.   Towards Marketing: Keeping Marketing updated on patient conversions from referral channels, Marketing Initiatives Capture Data of all prospectives ; forward reports based on defined parameters to Marketing to enable decision making and focus. Be alert and identify source markets and corporate references.