Key Responsibilities

1. Digital Query Management

- Monitor and respond to patient queries received through:
- Website
- WhatsApp
- Social media platforms
- Google Business Profile
- Digital campaigns
- Online enquiry forms
- Chat/CRM platforms

- Ensure all queries are responded to within the defined TAT.
- Provide accurate information regarding doctors, specialties, services, OPD timings, packages, locations, and appointment processes.
- Escalate medical or clinical queries to the appropriate department/doctor instead of providing medical advice independently.

2. Lead Management

- Capture and maintain all digital leads in the CRM/system.
- Categorise enquiries based on specialty, doctor, service, location, and requirement.
- Coordinate with the concerned OPD/appointment team for appointment booking.
- Follow up on unanswered or pending leads.
- Maintain proper lead status and closure remarks.

3. Patient Communication

- Communicate with patients/attendants professionally through calls, WhatsApp, email, and other approved channels.




- Understand the patient's requirement and guide them to the appropriate hospital service.
- Share approved creatives, doctor profiles, service information, appointment details, and hospital information.
- Maintain a polite, empathetic and patient-friendly communication style.

4. Digital Campaign Support

- Coordinate with the Digital Marketing team on campaign-generated leads.
- Monitor query volume and response performance during campaigns.
- Identify frequently asked questions and patient concerns.
- Share feedback with the marketing team to improve campaign communication and landing pages.

5. Reporting & Analytics

- Prepare daily/weekly/monthly reports covering:
- Total digital queries
- Leads received
- Leads contacted
- Appointments generated
- Pending queries
- Unreachable leads
- Lead source
- Specialty-wise enquiries
- Query-to-appointment conversion

- Identify recurring issues and provide insights to improve digital patient experience.

📌 Digital Query - Marketing (Noida)
🏢 Mhc
📍 Noida