JOB DESCRIPTION – CRM EXECUTIVE

Position: CRM Executive
Department: Customer Relationship Management / Operations
Reporting To: AGM – Operations / CRM Manager
Location: C Kare Health Group

Job Purpose

The CRM Executive will be responsible for managing patient relationships, follow-ups, appointment coordination, treatment conversion, patient feedback, and retention activities. The role focuses on improving patient experience, ensuring timely follow-up, and increasing treatment completion and repeat visits.

Key Responsibilities1. Patient Follow-Up

- Follow up with patients after consultations and treatment plans.
- Contact patients with pending or incomplete treatments.
- Follow up with patients who have not scheduled their recommended treatment.
- Conduct recall and reminder calls for regular dental check-ups.
- Maintain proper records of all patient follow-up activities.

2. Appointment & Recall Management

- Contact patients to confirm upcoming appointments.
- Manage appointment reminders and rescheduling follow-ups.
- Monitor missed, cancelled, and postponed appointments.
- Ensure missed appointments are followed up promptly.
- Coordinate with the front office and clinical team for appointment requirements.

3. Treatment Conversion

- Follow up with consultation patients regarding recommended treatments.
- Understand patient concerns and communicate available treatment options appropriately.
- Track consultation-to-treatment conversion.
- Follow up on pending treatment plans until closure or confirmation of non-proceeding.
- Escalate complex patient concerns to the concerned doctor or management.

4. Patient Relationship Management

- Maintain skilled and courteous communication with patients.
- Understand patient concerns and ensure appropriate resolution.




- Maintain long-term relationships with existing patients.
- Encourage patients to return for regular check-ups and preventive care.
- Support patient retention and repeat-visit programs.

5. Patient Feedback & Complaint Management

- Collect patient feedback regarding clinical and service experience.
- Record complaints and concerns accurately.
- Coordinate with concerned departments for timely resolution.
- Follow up with patients after complaint resolution to ensure satisfaction.
- Prepare reports on recurring patient concerns and service gaps.

6. CRM Data Management

- Maintain accurate patient follow-up data in the CRM/EMR system.
- Update lead status, appointment status, treatment status, and follow-up outcomes.
- Maintain records of contacted, converted, pending, and lost patients.
- Ensure patient information is handled confidentially.

7. Reporting & Analysis

- Prepare daily follow-up reports.
- Submit weekly and monthly CRM performance reports.
- Monitor key metrics such as:
- Number of patients contacted
- Follow-ups completed
- Appointments booked
- Missed appointments recovered
- Treatment conversions
- Pending treatment cases
- Patient complaints
- Patient feedback
- Repeat visits
- Identify gaps and suggest improvement measures.

8. Coordination

- Coordinate with doctors, dental assistants, front office, coordinators, BDE, and operations teams.
- Ensure relevant patient information is communicated to the concerned team.




- Coordinate with BDE for leads and referral-generated patients.
- Escalate unresolved patient concerns to management.

Key Performance Indicators (KPIs)

- Daily follow-up completion rate
- Consultation-to-treatment conversion rate
- Pending treatment recovery rate
- Appointment confirmation rate
- Missed appointment recovery rate
- Patient retention and repeat visit rate
- Patient feedback collection
- Complaint resolution turnaround time
- CRM data accuracy
- Patient satisfaction score

Required Qualifications

- Bachelor's degree in Business Administration, Healthcare Management, Marketing, Commerce, or a related field.
- Experience in healthcare, dental, hospital, customer relationship management, or telecalling is preferred.
- Basic knowledge of CRM/EMR systems and MS Excel.

Required Skills

- Excellent communication and interpersonal skills
- Strong telephone etiquette
- Good follow-up and persuasion skills
- Patient-focused approach
- Problem-solving ability
- Good documentation and reporting skills
- Ability to handle patient concerns professionally
- Basic analytical and Excel skills
- Ability to maintain confidentiality
- Target-oriented and organized approach

Experience

Preferred: 1–3 years of experience in CRM, healthcare customer service, patient relationship management, telecalling, sales support, or a similar role.

Accountability

The CRM Executive will be accountable for maintaining effective patient communication, completing timely follow-ups, improving treatment conversions, reducing missed appointments, resolving patient concerns, maintaining accurate CRM records, and contributing to improved patient satisfaction and retention.

Pay: From ₹10,000.00 per month

Work Location: In person

📌 CRM Executive (India)
🏢 c kare health group
📍 India