Service Line Executive-Kolkata

• 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 prospectives and HIS updation ; 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