Sr. Executive - Assistant Manager (Relationship Management)

Rhea Healthcare; Indore District, Pune District; On-site; INR 450,000 - 750,000; Full time

Job summary

Rhea Healthcare in Indore seeks a Relationship Manager to build and maintain strong hospital relationships with customers, families, doctors and medical staff throughout the pregnancy journey, ensuring high patient satisfaction.

The role focuses on coordinating tours, educating stakeholders about hospital services, managing referrals, and delivering an outstanding service experience aligned with service standards. Fluency in English and a regional language is preferred.

Qualifications

• Excellent communication skills demonstrated in diverse settings.
• Fluency in English and a regional language is required.
• Persuasive interpersonal skills with the ability to influence colleagues and stakeholders.
• Customer-centric mindset with the ability to work in a fast-paced hospital environment.

Responsibilities

• Builds and maintains relationships between the hospital and customers, families, doctors, and medical teams.
• Acts as the single point of contact throughout the pregnancy journey to ensure patient satisfaction.
• Coordinate educational programs, facility tours and hospital services demonstrations.
• Follow up to ensure antenatal session attendance and ongoing engagement.
• Own customer issues and drive prompt recovery with relevant teams.
• Collaborate with coordinating departments to close service gaps and improve the service experience.
• Keep consultants and doctors informed about patient status and referrals.
• Provide information on hospital facilities, MH USPs, and care protocols during interactions.

Skills

Communication skills

English fluency

Regional language

Interpersonal skills

Collaboration

Attention to detail

Results oriented

Job description

Role & responsibilities

• As a Relationship Manager, they will be responsible for building and maintaining positive relationships between the hospital & various stakeholders, including customers, their family, doctors, SLEs, other medical & non-medical teams.

Their primary goal is to be one point of contact throughout the pregnancy journey & to ensure a high level of patient satisfaction in all the services.

Ensures all Sops are adhered to, and we provide Care like no Other.

Every customer has a warm & caring experience aligned with the Service Experience Plan.

Customer Journey:

• Builds rapport with customers from the very first meeting; understands the customers and their requirements.
• Serve as a point of contact for expected parents and new families, addressing their concerns, providing information, and ensuring a positive experience throughout the pregnancy journey.
• Develop and nurture relationships with doctors and other relevant medical practitioners.
• Provides relevant information – Facility tour | Brief intro about MH | USPs of MH | to build the relationship.
• Highlights the benefits, value ads, safety and service protocols that have been designed to provide superior care, stay, category of room etc. when engaging in the facility tour.
• Coordinate educational programs, workshops, and tours to showcase the hospital's facilities and expertise in maternity care
• Follow up to ensure attendance for antenatal sessions.
• Keep the Management updated regarding all feedback, service gaps, customer perception of our products.
• Own any issues the customer may encounter & ensure prompt recovery by the respective team.
• Actively work with coordinating departments to close the gaps to ensure the service experience constantly meets expectations.
• Follow up calls for: Future session, consultation & Diagnosis
• To be constantly updated on competition activity.

Consultant Management:

• Keep Consultants informed regarding their confirmed referral appointments.
• Keep the doctors (treating and referral) informed about the ongoing status of the patient.
• Maintain a cordial and professional relationship with consultants.

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.

Preferred candidate profile

• Excellent communication skills.
• Fluency in English and Regional language
• Persuasive interpersonal skills; intuitively understand customers and enjoy assisting them
• Ability to collaborate with and influence colleagues
• Results oriented and able to work in a fast-paced environment
• Sharp eye for detail; proactively completes tasks and activities