Customer Care

The Kids Clinic; Gautam Buddha Nagar, Greater Noida; On-site; INR 230,000 - 330,000; Full time

Job summary

The Kids Clinic in India is seeking an organized and customer-focused administrator to act as the primary point of contact for new and existing families. You will manage registrations, book and remind appointments, and guide patients through packages and workshops.

You will coordinate with GREs, nurses, and billing to ensure smooth operations. Strong communication, data entry accuracy, and a proactive approach to follow-ups will help families navigate visits, assessments, and nutrition or

Qualifications

• Customer-focused mindset and accountability.
• Strong communication and listening skills.
• Proactive, organized, and detail oriented.
• Professional ethics and confidentiality in handling patient data.

Responsibilities

• Single touch point for new and existing customers managing inquiries and registration.
• Welcome call after registrations to collect information and enter into CRE Tracker.
• Assist with appointment booking and reminders.
• Provide facility tours on early visits and explain packages at the right time.
• Follow up on sessions/workshops and coordinate with care team.
• Manage reports: enquiries tracker, registrations lifecycle, monthly event tracker.
• Coordinate with GREs, lobby, labs, and billing for smooth flow of visits.

Skills

Accountability

Professional attitude

Customer focus

Psychosocial skills

Cognitive skills

Record keeping

Professional ethics

Product/Service knowledge

Job description

Job Responsibilities

1. Customer Management
   • Single touch point for new and existing customers
   • Welcome call after new registrations, get finer info and enter in CRE Tracker
   • Appointment booking help
   • Appointment reminder 1 day before appointment
   • Meet and greet on day of appointment (hand over to someone else 1 day before if not visiting in your duty hours)
   • Facility tour on 1st or 2nd visit
   • After second scan or 4th visit, explain packages
   • In 5th and 6th month, encourage bookings by explaining benefits of early bookings
   • If not booked by 7th month, offer nutrition workshop
   • If not booked by 8th month, offer physiotherapy session
   • In final month, offer post-natal freebies + reduce hassle by booking
   • Call up next day to fix slots for ANC, baby shower (if applicable), nutrition and all applicable sessions as per package
   • Follow up on each individual session after the session like nutrition and physiotherapy
   • Friendly call in 9th month to check in and also brief on “what to buy”. Can be clubbed with second last consultation.
   • Meet and greet when customer has checked in
   • Call 2 days after discharge – offer care at home
   • ANC
   • Baby Shower
   • Group nutrition workshop
   • Group physiotherapy/yoga session
   • MBA workshop
   • 1st birthday card
2. Sales
   • Daily Bed Booking Target Achievement for future
   • Service to all customer booked for packages
   • Specific focus on sales for Feb march & April
3. Team management
   1. Managing the group of GRE’s allotted to you
   2. Responsible for mentoring ,coaching, growth, Up gradation of skills
   3. Setting correct processes within the team
   4. SOP Adherence
   5. Doing regular meetings and updates
   6. Daily Briefing to team & with Lobby Manager
   7. Meeting targets set for the team
   8. Daily target Vs achievement
4. Reporting and Data management
   1. Timeliness and completeness of reports
   2. Accuracy of data
   3. Follow-ups and closures

   Reports to be managed

   1. Enquiries tracker
   2. New registrations tracker – complete customer lifecycle
   3. Monthly event tracker for
   • ANC
   • Baby Shower
   • MBA
5. 1st birthday wish tracker – main tracker to be maintained by PRO and delegated to CRE’s
6. Daily SMS reporting to Lobby Mgr. for Target Vs. Achievement
7. Workshops – group sessions Coordination
   • ANC
   • Baby Shower
   • Group nutrition workshop
   • Group physiotherapy/yoga session
   • MBA workshop
8. Process for Walk-in enquiries/calls
   1. Welcoming the Guest at Entrance
   2. Escorting the guest to Reception help desk
   3. For New Appointment /Rescheduling/Enquiry
   4. Package Explanation
   5. Coordination with OP GRE
   6. Coordination with Lab/ pharma /Scan
   7. Coordination for Billing

Other Skills, which includes:

• Accountability
• Professional Attitude and Appearance
• Customer Focus
• Psychosocial skills (Communication & Listening Skills/Interpersonal/Empathy/Emotional Quotient)
• Cognitive Skills (Critical Thinking/Decision Making/ Problem Solving/Planning/Organizing/Reflective Thinking/ Assertiveness/ Crisis Management/Time Management/Attentiveness)
• Preparing and managing records
• Professional Ethics (Privacy/ Confidentiality)
• Product/Service Knowledge