Service Line Executive

Rhea Healthcare; Kolkata District; On-site; INR 350,000 - 550,000; Full time

Job summary

Rhea Healthcare is seeking a Service Line Executive to engage with prospective patients at the hospital, build rapport from the first meeting, and drive conversions through informed discussions of MH offerings and services. The role emphasizes empathetic communication, customer-first care, and alignment with the service experience plan.

You will coordinate with Medical, Non-Medical Admin, Nursing, Guest Relations, and Marketing to ensure a warm, trusted patient journey and uphold CRM standards

Qualifications

• Customer relationship management experience preferred.
• Excellent communication and empathy in interactions with patients.

Responsibilities

• Create rapport with prospective patients from the first meeting and understand stated and unstated requirements.
• Provide information about MH offerings and services to build trust and encourage decisions.
• Discuss benefits, value adds, safety and service protocols during discussions of financials.
• Upsell and cross-sell based on customer profile and needs.
• Coordinate with authorities for financial assistance when required and explain deposit details.
• Counsel on dos and don’ts and ensure issues are addressed by the GR team.
• Follow up with non-committed patients to convert into bookings.
• Maintain CRM updates and share feedback with relevant departments.

Job description

Job Title

Service Line Executive

Place of Work

Hospital

Job Summary

Expectation of the Role: Through personalised interactions with customers, build and sustain trusting relationships. Drive the brand with thorough product and services knowledge, communicate the key differentials confidently. Communicate in a compelling, convincing, and empathic style, building customer confidence in the product and services, sharing relevant information openly and honestly, to be seen as someone who values the customer perspective and is actively addressing their unique needs.

Scope and General Purpose

To track and interact with prospective customers visiting the hospital and from generated leads; knowledgeably share information and facilitate the decision-making process of choice of Hospital. Foster positive relationships with customers, ensuring above standard rate of conversion by building customer confidence.

Reporting to

Customer Relations/ Operations: with a strong interface with the Unit Heads of Medical, Non Medical Admin, Nursing Guest Relations.

Responsible for

Customer Loyalty: ensure customers choose Motherhood; grow the customer base through availed services.

Liaises with

Customers Consultants Operations Marketing

Main Duties

• Towards Prospective Patients / Customers : OP: Create rapport with customers from the very first meeting; understand the customer stated and unstated requirements; subtly link MH offerings with those expectations.
• Provide relevant information seamlessly to build the relationship.
• Discuss ~ benefits, value adds, safety and service protocols that have been designed to provide superior care, stay, category of room etc when engaging in the financial details.
• Based on the customer profile, up-sell and cross sell.
• If patient has rates of other hospitals, seek information.
• If financial assistance required, coordinate with concerned authority.
• Deposit details payment terms to be clarified to the patient.
• Counsel on dos and dont''s.
• Own any issues the customer may encounter ensure prompt recovery by GR team.
• Follow up with customers who have not come back for booking
• Manage the feedback systematically.
• IP : Be available for any assistance the patient may have.

Towards Consultants

• Keep Consultants informed regarding 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.

Towards the Organization

• Convert the prospectives in to lifelong customers.
• Ensure patient/ customer has a comfortable, warm caring service experience aligned with the Service Experience Plan.
• Keep the Management updated regarding service gaps and customer feedback ; share customer perceptions of our products, packages, offers.
• Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.
• Ensure all information is accurately updated on CRM.
• Share productivity data as per schedule.
• To be constantly update on competition activity - rates , products , discounts.
• Offer suggestions periodically for improved productivity, based on customer expectations, market offering and opportunities as yet not explored.

Towards Marketing

• Keeping Marketing updated on patient conversions from referral channels, Marketing Initiatives Capture Data of all prospectives ; forward reports based on defined parameters to Marketing to enable decision making and focus.
• Be alert and identify source markets and corporate references.