Service Line Executive
- Rhea Healthcare
- 1 - 5 years
- Bengaluru
- 5 months ago
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Job Description
- 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 dos and donts.
- 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.
- 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.
- 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
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Customer Onboarding - Non VoiceEmployement Type: Full timeContact Details:
Company: Rhea HealthcareLocation(s): Bengaluru
Keyskills: customer service cross selling quality analysis quality assurance crm quality audit quality control team management business development training quality monitoring sales customer support quality management team leading call monitoring
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