Service Line Executive

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.

Consultant Management

• 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.

Responsible for Outstanding Service Experience Delivery

• 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.