Sr. Executive - Assistant Manager (Relationship Management)

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