Job Title - Executive /Senior Executive - Corporate Desk
Department - Customer Experience
Location/Unit - 14th Avenue , Gaur City 2 ( Greater Noida West)
Reports to - Manager - Customer Experience
Key Relationships
Guests & attenders; Consultants (IC & VC); Inter-dept teams
Main Objective of the Role
Ensure personalized Care like no other for guests:
- One point contact for all corporate guests, ensure admission to discharge process is handled flawlessly.
- During stay, all services are as per standard; address, follow up & resolve queries promptly.
- Coordinate closely with all depts serving guests and family to ensure outstanding care.
Key Responsibilities
Operational Efficiency
Service Experience
People & Team Management:
Ensure the SOP is adhered to and we provide Care like no other
- Ensure effective and efficient communication with corporate guests and colleagues.
- Handle general enquiries and requests and coordinate with involved departments for quick update.
- Offer suggestions for service quality and process improvements
Before admission
- Confirm availability of the desired room and block the room accordingly.
- Collect and verify all required admission documents prior to arrival.
- Communicate guest preferences to relevant departments to ensure readiness.
At admission
- Ensure admission and room allocation timelines (TAT) are adhered to.
- Facilitate in-room admission and personally welcome guests and attenders.
- Post admission, share essential contact information and explain available services.
During stay
- During daily rounds, build rapport with the guests and family members and build an empathetic and caring environment for them.
- Robust follow up, resolution, closure for any guest concerns, escalate if required.
- Ensure Value Added Services (VAS) is provided as committed to every guest before discharge
- Coordinate for allied services if requested by the guest.
At Discharge
- Coordinate with IP Billing to ensure seamless discharge
- Facilitate in-room discharge and communicate room availability to Admissions.
- Ensure timely discharge.
- Maintains documentation and reports.
- Encourage guests to share their experience on Google reviews and educate them for Internal feedback link shared through WhatsApp
- In case any additional specialist is advised, coordinate with IPC and schedule the visit and ensure charges are raised in coordination with IP billing.
Consultant Relationship
- Has a good relationship with senior and junior consultants and works well with them.
Responsible for Outstanding Service Experience Delivery:
- Ensures personal grooming as per standard; maintain discipline, hygiene and decorum.
- Responsible for implementation of the Service Vision.
- Coordinates with support departments for the highest level of guest satisfaction.
Team Management
- Develops and maintains excellent rapport with the Consultants, nursing & billing Team.
- Creates and maintains cordial relationships within the unit and with other departments.
Major Job Qualifications / Specific Skills
Education
Graduate preferred
Experience
2 - 4 years in the service industry; preferable 1 year as Patient coordinator
Behavioral Competencies
- Valuable Interpersonal Skills
- Empathic, communicating effectively, connects well with all stakeholders
- Fluency in English and Regional language
- Logical thinker, makes decisions smartly and quickly.
- Understands customers and enjoys assisting them
- Ability to influence and highly motivated to fulfil the Service expectations
- Eye for detail; accurate and thorough in follow up and completion of tasks
- Team player; dependable; patient
- Works well under pressure, maintains calm; seeks to resolve situations gracefully
Preferred candidate profile Immediate joiner will be preferred.