Hiring Customer Relationship Executive - Cloudnine hospitals

The Kids Clinic; Lucknow; On-site; INR 300,000 - 450,000; Full time

Job summary

The Kids Clinic in Lucknow, Uttar Pradesh, seeks a proactive member to manage customer journeys and drive clinic operations.

You will be the single touchpoint for new and existing customers, handling welcome calls, appointment bookings, reminders, tours, and upselling packages to build loyalty.

Additionally, you will lead team briefings, mentor GREs, track daily targets, and ensure timely, accurate reporting to support continuous improvement and patient satisfaction.

Responsibilities

• Customer management: single touch point for new and existing customers; welcome call after new registrations, appointment booking help, reminder before appointment, meet and greet on appointment day, facility tour on 1st/2nd visit, explain packages after 2nd scan or 4th visit, encourage early bookings at 5th/6th month; offer nutrition workshop if not booked by 7th month or physiotherapy session if not booked by 8th month; post-natal freebies in final month.
• Sales: daily bed booking target achievement for future; service to all customers booked for packages; specific focus on sales for Feb, March & April.
• Team management: manage GREs, mentoring, coaching, growth, upskilling, SOP adherence, regular meetings and daily briefings with Lobby Manager.
• Reporting and data management: ensure timeliness and completeness of reports and follow-ups and closures.

Job description

Job Responsibilities:

1. Customer Management

1. 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

1. If the customer has booked

• 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.

1. Delivery and discharge

• Meet and greet when customer has checked in
• Call 2 days after discharge - offer care at home

1. Engagement Workshops - group sessions

• ANC
• Baby Shower
• Group nutrition workshop
• Group physiotherapy/yoga session
• MBA workshop

1. Ongoing engagement activities

• 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

• Responsible for mentoring ,coaching, growth, Up gradation of skills

1. Setting correct processes within the team

• SOP Adherence

1. Doing regular meetings and updates

• Daily Briefing to team & with Lobby Manager

1. Meeting targets set for the team

• Daily target Vs achievement

4. Reporting and Data management

1. Timeliness and completeness of reports
2. Accuracy of data
3. Follow-ups and closures