Walk-in || Executive / Senior Executive - Corporate Desk

Role & responsibilities

Profile - JOB DESCRIPTION ~ Customer Experience- Corporate Desk Executive

Job Title - Executive /Senior Executive - Corporate Desk

Department - Customer Experience

Location/Unit - 14th Avenue , Gaur City 2 ( Greater Noida West)

Reports to - Manager - Customer Experience

Key Relationships

Guests & attenders; Consultants (IC & VC); Inter-dept teams

Main Objective of the Role

Ensure personalized Care like no other for guests:

- One point contact for all corporate guests, ensure admission to discharge process is handled flawlessly.

- During stay, all services are as per standard; address, follow up & resolve queries promptly.

- Coordinate closely with all depts serving guests and family to ensure outstanding care.

Key Responsibilities

Operational Efficiency

Service Experience

People & Team Management:

Ensure the SOP is adhered to and we provide Care like no other

- Ensure effective and efficient communication with corporate guests and colleagues.

- Handle general enquiries and requests and coordinate with involved departments for quick update.

- Offer suggestions for service quality and process improvements

Before admission:

- Confirm availability of the desired room and block the room accordingly.

- Collect and verify all required admission documents prior to arrival.

- Communicate guest preferences to relevant departments to ensure readiness.

At admission:

- Ensure admission and room allocation timelines (TAT) are adhered to.

- Facilitate in-room admission and personally welcome guests and attenders.

- Post admission, share essential contact information and explain available services.

During stay:

- During daily rounds, build rapport with the guests and family members and build an empathetic and caring environment for them.

- Strong follow up, resolution, closure for any guest concerns, escalate if required.

- Ensure Value Added Services (VAS) is provided as committed to every guest before discharge

- Coordinate for allied services if requested by the guest.

At Discharge:

- Coordinate with IP Billing to ensure seamless discharge

- Facilitate in-room discharge and communicate room availability to Admissions.

- Ensure timely discharge.

- Maintains documentation and reports.

- Encourage guests to share their experience on Google reviews and educate them for Internal feedback link shared through WhatsApp

- In case any additional specialist is advised, coordinate with IPC and schedule the visit and ensure charges are raised in coordination with IP billing.

Consultant Relationship:

- Has a good relationship with senior and junior consultants and works well with them.

Responsible for Outstanding Service Experience Delivery:

- Ensures personal grooming as per standard; maintain discipline, hygiene and decorum.

- Responsible for implementation of the Service Vision.

- Coordinates with support departments for the highest level of guest satisfaction.

Team Management:

- Develops and maintains excellent rapport with the Consultants, nursing & billing Team.

- Creates and maintains cordial relationships within the unit and with other departments.

Major Job Qualifications / Specific Skills

Education

Graduate preferred

Experience

2 - 4 years in the service industry; preferable 1 year as Patient coordinator

Behavioral Competencies

- Good Interpersonal Skills

- Empathic, communicating effectively, connects well with all stakeholders

- Fluency in English and Regional language

- Logical thinker, makes decisions smartly and quickly.

- Understands customers and enjoys assisting them

- Ability to influence and highly motivated to fulfil the Service expectations

- Eye for detail; accurate and thorough in follow up and completion of tasks

- Team player; dependable; patient

- Works well under pressure, maintains calm; seeks to resolve situations gracefully

Preferred candidate profile

Immediate joiner will be preferred.