Key Roles & Responsibilities

1. Clinical-Led Campaign Strategy

• Design specialty-wise and condition-based CRM campaigns aligned to clinical pathways such as:
- Preventive health checks
- Chronic care management (Cardiac, Diabetic, Renal, Oncology followups)
- Post-OP and discharge engagement
- Medication adherence and follow-up consults

• Translate clinical protocols and care pathways into automated CRM journeys.
- Partner with doctors, nursing teams, and care coordinators to ensure medical relevance and accuracy of communication.

1. Omni-Channel Campaign Execution

• Plan, execute, and optimize campaigns across SMS, WhatsApp, Email, RCS, Push Notifications, Voice/IVR.
- Build integrated journeys based on patient behavior, clinical events, and transactional triggers (OP visit, IP discharge, lab results, missed follow-ups).
- Ensure right message, right patient, right time. No spam. No guesswork.

1. Segmentation & Personalization

• Create advanced patient segments using:
- Clinical data (diagnosis, specialty, procedure, lab indicators where

applicable)
- Transactional data (appointments, admissions, bills)
- Behavioral data (no-shows, drop-os, engagement patterns)

• Enable hyper-personalized communication based on age, gender, disease condition, lifecycle stage, and risk category.
1. Retention, Continuum of Care & Value Creation

• Drive repeat visits, follow-ups, and service frequency through structured retention programs.
- Support Continuum of Care (CoC)



initiatives by aligning CRM journeys with clinical and operational workflows.
- Design re-engagement strategies for dormant and lapse patients with clinically relevant nudges.

1. Analytics, Dashboards & Performance Measurement

• Build and manage real-time CRM dashboards covering:
- Campaign reach, delivery, engagement, conversion
- Appointment bookings, walk-ins, revenue attribution
- Retention %, no-show reduction, cost per conversion

• Conduct root-cause analysis for underperforming campaigns and recommend corrective actions.
- Present actionable insights to business, clinical, and leadership stakeholders.

1. Data Governance & Compliance

• Ensure accuracy, integrity, and security of patient and clinical data.
- Adhere to healthcare data compliance norms (HIPAA-aligned practices, consent,

opt-in/opt-out, DLT guidelines).
- Oversee campaign data hygiene, deduplication, and validation processes.

1. Stakeholder & Vendor Management

• Coordinate with internal teams: IT, HIS, Call Center, Marketing, Clinical Operations.
- Work with external vendors on CRM platforms, communication channels, and integrations.
- Participate in technology evaluations, implementation discussions, and UAT cycles.

1. Process Documentation & Enablement

• Document CRM processes, clinical campaign playbooks, SOPs, and automations.
- Develop training modules and enablement material for internal users.
- Support CRM business operations with tracking, reporting, and contract coordination.

📌 CRM - Campaigns (Clinical & Patient Engagement) (Hyderabad)
🏢 Apollo Hospitals
📍 Hyderabad