OPD Coordinator/ OP Manager
- Rhea Healthcare
- 2 - 7 years
- Noida, Gurugram
- 2 months ago
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Job Description
Role & responsibilities
- As a OP Manager, they will be responsible for building and maintaining positive relationships between the hospital & various stakeholders, including customer, their family, doctors, SLEs, other medical & non medical teams.
Their primary goal customer retention, and ensure a high level of patient satisfaction in all the services.
Preferred candidate profile
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 adds, 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 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.
Perks and benefits
Knowledge of maternity care practices, regulations, and trends.
- Thorough product and services knowledge, communicate the key differentials confidently.
- Strong computer skills - good knowledge of software; excel workbook.
- Ability to plan & execute work.
- Documentation accuracy - in data collation & update.
Excellent communication skills.
- Fluency in English and Regional language
- Persuasive interpersonal skills ; intuitively understands customers and enjoys assisting them
- Demonstrated leadership potential; 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
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Rhea HealthcareLocation(s): Noida, Gurugram
Keyskills: customer retention Customer Satisfaction
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