Job Description – Service Line Executive
Motherhood Hospital
Position
Service Line Executive
Department
Operations / Customer Experience
Location
Motherhood Hospital
Qualification
- Bachelor's Degree in any discipline (MBA in Hospital Management/Healthcare Management preferred).
- Excellent communication, counselling, and interpersonal skills.
- Proficiency in MS Office and Hospital Information System (HIS)/CRM is preferred.
Experience
- 2–5 years of experience in Healthcare, Hospital Operations, Customer Relationship Management, or Service Line Management.
- Experience in maternity or women & child healthcare will be an added advantage.
Job Summary
The Service Line Executive is responsible for delivering an exceptional customer experience by ensuring every patient receives personalized care throughout their healthcare journey. The role focuses on patient counselling, service conversion, consultant coordination, CRM management, business development, and maintaining the highest standards of service excellence in line with Motherhood Hospital's philosophy of "Care Like No Other."
Key ResponsibilitiesCustomer Journey & Patient Experience
- Ensure all Standard Operating Procedures (SOPs) are followed while delivering a seamless patient experience.
- Build rapport with patients and families from the first interaction by understanding their stated and unstated needs.
- Counsel prospective patients regarding hospital services, maternity packages, procedures, facilities, room categories, and treatment plans.
- Conduct hospital facility tours and explain the hospital's clinical excellence, safety standards, and value-added services.
- Convert enquiries into confirmed admissions and build long-term patient relationships.
- Explain package details, financial estimates, deposit requirements, and payment terms transparently.
- Identify opportunities for up-selling and cross-selling appropriate healthcare services.
- Coordinate financial assistance requests with the concerned authorities when required.
- Educate patients regarding pre-admission and post-discharge guidelines.
Patient Follow-up & Engagement
- Follow up with prospective patients who have not confirmed their bookings.
- Track Expected Date of Delivery (EDD), delivery package enquiries, and bed bookings.
- Organize and coordinate patient engagement initiatives such as maternity photoshoots, baby showers, antenatal classes, and other promotional events.
- Ensure maximum participation in complimentary educational and wellness programs.
CRM & Business Development
- Track and manage CRM leads efficiently.
- Maintain accurate patient records in the Hospital Information System (HIS).
- Update referral sources, conversion data, marketing initiatives, and enquiry status.
- Prepare and maintain:
- Doctor-wise EDD Tracker
- Monthly Delivery Tracker
- Patient Conversion Reports
- Referral Source Reports
- Identify new referral opportunities, corporate tie-ups, and potential business sources.
- Monitor competitor pricing, service offerings, packages, and promotional activities.
- Collect market intelligence to support business growth initiatives.
Consultant Relationship Management
- Coordinate referral appointments with consultants.
- Keep treating and referral consultants informed regarding patient status and appointments.
- Build strong professional relationships with visiting consultants.
- Support consultants to ensure Motherhood Hospital remains the preferred healthcare partner.
Service Excellence
- Deliver outstanding customer service aligned with Motherhood Hospital's Service Experience Plan.
- Take ownership of customer concerns and coordinate with internal departments for timely resolution.
- Work closely with Nursing, Operations, Billing, Marketing, and Clinical teams to ensure seamless patient care.
- Collect patient feedback and communicate service gaps to the management.
- Suggest improvements to enhance customer satisfaction and operational efficiency.
- Maintain professional grooming, discipline, and behaviour as per hospital standards.
Quality & Performance
- Support the implementation of the hospital's Service Vision.
- Monitor and improve:
- Google Review Ratings
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Participate in departmental meetings, training programs, performance reviews, and quality initiatives.
- Continuously recommend ideas to improve productivity, patient experience, and service delivery.
Key Skills
- Excellent communication and counselling skills.
- Customer relationship management.
- Sales and conversion skills.
- Negotiation and presentation skills.
- Problem-solving and conflict resolution.
- CRM and HIS knowledge.
- Teamwork and stakeholder management.
- Strong organizational and analytical skills.
- Ability to work in a fast-paced healthcare environment.
Why Join Motherhood Hospital?
- Work with one of India's leading women and child healthcare providers.
- Excellent learning and career growth opportunities.
- Collaborative and patient-centric work culture.
- Attractive salary and employee benefits.
How to Apply
Sruthi C – HR
Phone: +91 95978 51050
Email: [email protected]
Pay: ₹11,108.38 - ₹30,000.00 per month
Work Location: In person
