Position Title: Health Services Marketing and Service executive – Marketing branch.
Scope:
Be the point of contact for servicing all requirements of the customer who wishes to undertake medical tourism. The customer marketing executive will be responsible to ensure that the client is delighted based on the service provided by the marketing center.
Key areas of contribution:
Specific job duties will include the following:
Understand our process and procedure, blue book, red book, software. Understand various medical procedures and help client identify the right location and hospital for treatment. Support in the marketing efforts of the company, and be responsible for understanding clients requirement, identify right hospital, arrange for discussions with doctor / hospital and arrange for travel and stay in destination country.
Follow up on client once he returns after procedure till he is back to normal and the file is closed out.
HR
Be familiar with office procedure and process as well as complete allocated training programs.
Marketing
Support in marketing strategies of the company to improve / increase business
Identify and follow up new clients through social media, advertisement, hospitals and doctors directly
Identify the target segment to cater to and develop strategies to approach them.
Achieve marketing and sales operational objectives by contributing marketing and sales information and recommendations to strategic plans and reviews.
Prepare and complete action plans; implement quality, and customer-service standards;
Resolve problems; completing audits; identifying trends; determining system improvements;
implementing change.
Meet marketing and sales financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Accomplish marketing and sales objectives by planning, developing, implementing, and evaluating advertising, merchandising, and trade promotion programs; developing field sales action plans.
Identify marketing opportunities by identifying consumer requirements; defining market, competitor’s share, and competitor’s strengths and weaknesses; forecasting projected business; establishing targeted market share.
Improve marketability and profitability by research, identifying, and capitalizing on market opportunities; improving product packaging; coordinating new product development.
Sustains rapport with key accounts by making periodic visits; exploring specific needs; anticipating new opportunities.
Process and procedure:
Ensure to implement and follow the process and procedure established by the organization. Make recommendations to the branch manager to change the process / procedure based on operational contingencies and justification.
Understand client requirement and follow up with counterpart in destination country for all assistance with regard to hospital, video conference with doctor, arranging visa, arranging air ticket, arranging hotel accommodation, ground transportation, tourism activities, recuperation etc.
Ensure that the hospital where the patient is to be treated is notified in advance and consent obtained before the patient travels down to the country
In coordination with destination country service coordinator, arrange for pre and post treatment accommodation.
In case of emergency, follow the established procedure for addressing and solving it.
Reporting:
Report on the satisfaction level of the patient and statistics as required by the branch manager and established procedure.
Review on the service levels of the service providers. Recommend the addition or deletion of service provider based on their standard of providing the services.
Review the invoices received from the service provider and sign off on the monthly statements for payment.
Follow up with accounts to ensure that the service providers are paid within the contractually agreed time frame.
In case of non-clarity in a subject, obtain clarification from the supervisor.
Qualifications for the position:
Preferably an science / arts graduate with 5 or more years of experience in a multicultural background.
Experience in a service industry, hospital, background.
Having managed clients/ customers and responsible for their satisfaction. Proficient with mobile, wireless internet service.
Personal Qualities:
Be a team player with good interpersonal skills.
Excellent communication skills (both verbal and spoken) to interact with personnel at all levels
Able to Multi-task and analyze logistics.
Familiar with the city and surrounding area geography
Customer focused and ensures that customer is serviced under all situations.
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