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 qualified 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.

📌 Service Line Executive (Coimbatore)
🏢 Rhea Healthcare
📍 Coimbatore