Service Line Manager/Financial Counselor
- Rhea Healthcare
- 8 - 13 years
- Bengaluru
- 2 months ago
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Job Description
Role & responsibilities
Key Responsibilities
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.
Unit Bed booking:
- Ensure team achieve Bed booking target
- Monitor 9 divine, Mumma care & T2 bookings
- Validate & Publish Bed booking report to unit
- Validate SLEs booking for incentive
- Monitor T2 bookings & Ensure team achieve the target
- Contest to increase T2 bookings
Gynaec procedure Conversion
- Monitor Gynaec procedure conversion
- Track procedure done/due on regular basis
- Publish Gynaec procedure update to Management
Leads management:
- Understand leads data
- Monitor mandatory field capture in CRM
- Publish Campaign reports/insights with respective unit
- Monitor regular follow-ups by SLEs & CC team
- Support CC team if any offer/ discount is required.
- Prioritize leads & share with unit for better conversion
- Analyze campaign reports & share feedback with Marketing team if any improvement is required
New customer Engagement:
- Tracker New ANC welcome calling on day to day basis
- Propose New initiatives for customer Engagement
Structuring Package, Campaign & Offer:
- Design or restructure the packages as per the requirement
- Plan internal & external promotion of the package
- Propose New offers based on internal and external analysis
- Manage campaign post launch (Training, tracking and reporting)
SLEs recruitment & training:
- Select the right candidate as per the criteria
- Induction & orientation
- Skills Edge training & On Job training
- New Product, Campaign & offer training
- Prepare Script/Emailers for Package
SLE Counselling Feedback:
- Monitor Feedback shared by customer
- Escalate to unit FDs/ CXMs if any negative review received
- Publish feedback report with respective unit
HIS & CRM updates and reporting:
- Monitor real-time EDD & Status update by SLEs
- Escalate to respective unit FDs if any update pending
Audit:
- ANC tracking in HIS & CRM
- EDD & delivery status update in HIS & CRM
- Scan to ANC tracking
- Process adherence
Reports:
- Monthly Sales plan tracker
- Gynaec tracker
- New ANC welcome calling tracker
- Counselling tracker
- ANC & EDD conversion analysis
- Strong analytical skills with the ability to interpret data and draw actionable insights.
- Ability to work with various departments to identify opportunities for process improvement and efficiency.
- Strategic Thinking, Problem-Solving & Industry Knowledge
- Knowledge of healthcare regulations and compliance standards is preferred.
- concepts of sales and business growth
- Familiarity with HIS & CRM system
- Passionate about driving Outstanding Service, enables team to excel
- Strong leadership skills: ability to influence, focus and capable of successfully meeting Goals
- Good Interpersonal Skills; team player; connects well with all stakeholders, dependable
- Excellent communication and interpersonal skills.
- Logical thinkers make decisions smartly and quickly.
- Eye for detail; accurate and thorough in follow-up and completion of tasks
- Works well under pressure, maintains calm; seeks to resolve situations gracefully
Qualification: Any Degree/Master's
Experience: 8-12 Years
Interested applicants can share the CVs @ te********s@mo************a.com
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: Rhea HealthcareLocation(s): Bengaluru
Keyskills: Service Line Patient Counselling financial counselor Counselling
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