Service Line Executive

Rhea Healthcare; Bengaluru; On-site; INR 450,000 - 700,000; Full time

Job summary

Rhea Healthcare in Bengaluru invites applications for a Customer Relations role focused on guiding patients through their hospital journey, coordinating with doctors and consultants, and improving the overall service experience. The role emphasizes empathy, clear communication, and cross-functional collaboration to ensure patients receive seamless care.

Responsibilities include managing referrals, updating physicians on patient status, and maintaining professional decorum while delivering

Responsibilities

• Manage customer journeys and upsell while coordinating with departments.
• Keep consultants informed about referrals and patient status.
• Ensure service delivery aligns with MH's standards and maintains professional decorum.

Job description

Key Responsibilities :

1. Customer Journey: -

• Builds rapport with customers & converts the prospectives into lifelong customers
• Understand the customers stated and unstated requirements; subtly link MH offerings with those expectations.
• Provides relevant information Facility tour | procedure | medical management | financials
• transparently to build the relationship.
• Highlights the benefits, value adds, safety and service protocols that have been designed to provide superior care, stay, category of room etc when engaging in financial negotiation.
• Based on the customer profile, up-sell and cross sell.
• If financial assistance required, coordinate with concerned authority.
• Deposit details & payment terms to be clarified to the patient.
• Follow up calls for: upcoming EDD; delivery package; bed booking.
• Organize customer engagement activity at regular intervals.
• Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.
• Track CRM leads & maintains productivity data as per schedule
• To be constantly updated on competition activity - rates, products, discounts.
• Participate in all activities scheduled by Corporate meetings, performance reviews, trainings, assessments.
• Offer suggestions periodically for improved productivity, based on customer expectations, market offering, and opportunities as yet not explored.

2. Consultant Management:

• Keep Consultants informed regarding their confirmed referral appointments.
• Keep the doctors (treating and referral) informed about the ongoing status of the patient.
• Engage with visiting consultants, build rapport and assurance to ensure MH is the hospital of choice.
• Maintain a cordial and professional relationship with consultants.

3. Responsible for Outstanding Service Experience Delivery:

• Ensures personal grooming as per standard; maintain discipline and decorum.
• Contributes to implementation of the Service Vision
• Ensures team delivers care like no other ~ coordinates with support service departments to ensure customers are comfortable and services are as per standard.