Role & responsibilities
- As a Relationship Manager, they will be responsible for building and maintaining positive relationships between the hospital & various stakeholders, including customers, their family, doctors, SLEs, other medical & non-medical teams.
Their primary goal is to be one point of contact throughout the pregnancy journey & to ensure a high level of patient satisfaction in all the services.
Ensures all Sops are adhered to, and we provide Care like no Other.
Every customer has a warm & caring experience aligned with the Service Experience Plan.
Customer Journey:
- Builds rapport with customers from the very first meeting; understands the customers and their requirements.
- Serve as a point of contact for expected parents and recent families, addressing their concerns, providing information, and ensuring a positive experience throughout the pregnancy journey.
- Develop and nurture relationships with doctors and other relevant medical practitioners.
- Provides relevant information – Facility tour | Brief intro about MH | USPs of MH | to build the relationship.
- Highlights the benefits, value ads, safety and service protocols that have been designed to provide superior care, stay, category of room etc. when engaging in the facility tour.
- Coordinate educational programs, workshops, and tours to showcase the hospital's facilities and expertise in maternity care
- Follow up to ensure attendance for antenatal sessions.
- Keep the Management updated regarding all feedback, service gaps, customer perception of our products.
- Own any issues the customer may encounter & ensure prompt recovery by the respective team.
- Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.
- Follow up calls for: Future session, consultation & Diagnosis
- To be constantly updated on competition activity.