Job Summary:
Receive visitors or patients, ascertain their needs, direct them accordingly, answer the telephone, handle receipt and dispatch of reports and couriers and perform related clerical duties according to the department to which assigned. They must adhere to customer care guidelines and assure quality care.
Key Responsibilities:
1. Customer Management
a. Single touch point for new and existing customers
§ Welcoming and greeting customers upon arrival
§ Dedicated person to manage customer / hand hold customer
§ Help in Appointment booking
§ Ensuring and providing flawless, upscale, professional and high customer service experiences.
§ Facility tour on the first or second visit
§ Encourage bookings by explaining benefits of early bookings build awareness
§ After second scan or fourth visit, explain packages
§ If not booked by third trimester, flag off as escalation for LM / CH to act
§ During third trimester, build awareness of post-natal home care services existing with us
§ In final month, offer post-natal freebies and ensure bookings are hassle free
§ Keep a tab on customers expressing desire to go home for delivery
§ Edit guest details in CRM
§ Generate reports of warm or cold customers in CRM. Call these customers to find out when they would come back to C9. If there are any issues cited by customers, escalate the same to LM/CH
§ For all warm customers, Edit the status of customer in CRM post the conversation.
§ For all cold customers, Edit CRM post the conversation and escalate to LM / CH in CRM for further action.
§ For bed booked customers, ensure all benefits of the bed booking package has been received. If not availed any service despite bed booking, reach out and check what services can be provided to delight them since they have missed availing an offer from us.
§ Proactively look out for customers who are dissatisfied with our service quality at any level and keep LM/CH involved on all such service level issues
§ Service level issues should be flagged off in CRM
b. If bookings are made
§ Coordinate with customer to fix slots for ANC, baby shower (if applicable), nutrition and all applicable sessions as per package
§ Follow up on each individual session like nutrition and physiotherapy
§ Friendly call in the ninth month to check in and also brief on “what to buy”.
c. Delivery and discharge
§ Welcoming and greeting when customers have checked in
§ During stay of customer, courtesy meet and checking on to see if they need anything. Provide excellent customer service.
§ If there are any issues, escalate to IP Manager / CH for speedy resolution. Take ownership of the issue escalated by customer and ensure resolution
d. Engagement Workshops – group sessions
§ ANC
§ Baby Shower
§ Group nutrition workshop
§ Group physiotherapy/yoga session
§ MBA workshop
e. Ongoing engagement activities
§ 1st birthday card
2. Sales
§ Daily Bed Booking Target Achievement for future
§ Service to all customers who have booked for packages
§ Specific focus on sales for Feb March April
3. Team management
- Managing the group of GRE’s allotted
§ Responsible for mentoring ,coaching, growth and up gradation of skills
- Setting correct processes within the team
§ SOP Adherence
- Doing regular meetings and updates
§ Daily Briefing with Team Lobby Manager
- Meeting targets set for the team
§ Daily target Vs achievement
4. Reporting and Data management
- Timeliness and completeness of reports
Reports to be managed:
- New registrations tracker – complete customer lifecycle
- Monthly event tracker for
- 1 st birthday wish tracker – main tracker to be maintained by PRO and delegated to CRE’s
- Daily SMS reporting to Lobby Mgr. for Target Vs. Achievement
5. Workshops – Group Sessions Coordination
Process for Walk-in queries/calls
- Welcoming the Guest at Entrance
- Escorting the guests to Reception help desk
§ For New Appointment /Rescheduling/Enquiry
- Coordination with Lab/ Pharma /Scan
Skill Sets
Verbal Ability
· To give accurate and tactful explanations to visitors and patients and to exercise high degree of tact and poise and occasionally overcoming language barriers.
· To understand and apply knowledge of medical terminology.
Numerical Ability
· Problem solving and decision-making.
· To think independently and exercise one’s own judgment in determining actions during emergencies and challenging situations
Interpersonal skills
Other skills, which includes
· Open mindedness
· Assertiveness
· Presence of mind
· Proper time management
· Initiative
· Patience
· Prompt/Alertness
