Service Line Executive

We are seeking a dynamic and customer-focused Service Line Executive to serve as a key point of contact for our patients. The ideal candidate will be responsible for building strong relationships with customers, providing transparent information, and ensuring a seamless service experience from initial inquiry through to completion. This role requires a blend of sales acumen, exceptional interpersonal skills, and a commitment to operational excellence.

Key Responsibilities

• Customer Relationship Management:
• Build immediate rapport with customers by understanding their stated and unstated needs.
• Provide relevant and transparent information, including facility tours, procedure details, medical management, and financials.
• Highlight the benefits and value-adds of our services, safety protocols, and room categories during financial negotiations.
• Up-sell and cross-sell services based on the customer's profile and needs.
• Clarify deposit details and payment terms, and coordinate financial assistance if required.
• Counsel customers on dos and don'ts related to their care.
• Lead & Follow-up Management:
• Proactively follow up with prospective customers who have not yet booked.
• Conduct follow-up calls for upcoming Estimated Due Dates (EDD), delivery packages, and bed bookings.
• Track CRM leads and conversions, accurately updating patient data and reporting on key metrics.
• Organize and ensure attendance for events like maternity photoshoots, baby showers, and complimentary classes.
• Operational & Data Management:
• Actively collaborate with coordinating departments to close operational gaps and ensure the service experience consistently meets expectations.
• Maintain productivity data and trackers, including monthly delivery trackers and EDD trackers per doctor.
• Capture and update all prospective patient data in the Hospital Information System (HIS) to enable informed decision-making.
• Be alert to and identify source markets and corporate references.
• Stay constantly updated on competitor activities, rates, products, and discounts.
• Consultant Management:
• Keep consultants informed about their confirmed referral appointments and provide them with real-time patient status updates.
• Engage with visiting consultants to build rapport and ensure a positive experience, solidifying the hospital as their preferred choice.
• Service Excellence & Quality:
• Contribute to the implementation of the Service Vision by ensuring personal grooming and maintaining professional decorum.
• Manage the feedback system by maintaining high scores for Google reviews, NPS (Net Promoter Score), and Customer Satisfaction.
• Actively participate in all scheduled corporate activities, including meetings, performance reviews, trainings, and assessments.

Educational Qualifications

• A bachelor's degree in a relevant field such as Business, Marketing, or Hospitality is preferred.

Required Skills

• Sales & Negotiation: Strong sales and negotiation skills with a customer-centric approach.
• Communication: Exceptional interpersonal and communication skills to build rapport and convey information clearly.
• Customer Focus: A genuine passion for providing outstanding service and a commitment to customer satisfaction.
• Organizational Skills: Excellent ability to manage follow-ups, track leads, and organize events.
• Data Management: Proficiency in data entry, reporting, and using CRM and HIS systems.
• Teamwork: Strong collaborative skills to work effectively with various departments and consultants.