Job Description
CRM Executive / Manager

Experience:
2-6 Years Qualification: Graduate in any discipline (relevant healthcare or management qualification preferred)

Key Responsibilities
• Patient Relationship Management
• Develop and implement strategies to improve patient satisfaction, engagement, and retention.
• Manage the complete patient journey, from appointment booking and consultation coordination to post-treatment follow-ups.
• Ensure timely communication and consistent service standards across all patient touchpoints.
• Build strong patient relationships and improve overall patient experience.
• Team Management and Leadership
• Lead, supervise, and mentor CRM executives and patient relationship coordinators.
• Allocate responsibilities, set targets, and monitor individual and team performance.
• Conduct regular team meetings, performance reviews, and training sessions.
• Establish explicit KPIs and ensure accountability for service quality and productivity.
• Appointment and Follow-Up Management
• Oversee appointment scheduling, confirmations, rescheduling, reminders, and follow-up activities.
• Implement processes to reduce missed appointments, patient drop-offs, and follow-up gaps.
• Coordinate with doctors, clinical teams, front office, and operations to minimise delays.
• Monitor appointment conversion and follow-up completion rates.
• Patient Experience and Complaint Resolution
• Handle escalated patient complaints and ensure timely and effective resolution.
• Monitor patient feedback, satisfaction scores, online reviews, and service ratings.
• Identify recurring issues and implement corrective and preventive actions.




• Ensure proper documentation and closure of complaints within defined timelines.
• Patient Retention and Engagement
• Develop and execute patient retention, re-engagement, and loyalty initiatives.
• Implement strategies to improve repeat visits and reduce patient attrition.
• Monitor patient engagement trends and identify opportunities to strengthen long-term relationships.
• Coordinate with marketing teams for patient communication and engagement campaigns, in line with applicable consent and privacy requirements.
• CRM Systems and Database Management
• Manage CRM software, patient databases, interaction records, and follow-up tracking.
• Ensure accuracy and completeness of patient information and CRM documentation.
• Maintain records of appointments, complaints, feedback, and patient interactions.
• Ensure patient confidentiality and compliance with applicable data protection policies.
• MIS Reporting and Performance Monitoring
• Prepare daily, weekly, and monthly MIS reports on CRM performance.
• Track patient satisfaction, retention, repeat visits, appointment conversions, complaint resolution, and team productivity.
• Analyse performance trends, identify gaps, and recommend improvement measures.
• Present actionable insights and performance updates to senior management.
• Cross-Functional Coordination
• Collaborate with clinical teams, operations, billing,



marketing, and front office to improve service delivery.
• Develop and standardise CRM workflows, SOPs, and escalation processes.
• Support management initiatives related to patient experience, service quality, and operational efficiency.
• Ensure smooth coordination between departments to deliver a seamless patient journey. Required Skills And Competencies
• Strong team leadership, people management, and decision-making skills.
• Excellent verbal and written communication abilities.
• Experience in CRM operations, customer experience, or patient relationship management.
• Proficiency in CRM software, MS Excel, MIS reporting, and database management.
• Strong complaint handling, conflict resolution, and problem-solving skills.
• Ability to analyse data, monitor KPIs, and implement process improvements.
• Excellent coordination, follow-up discipline, and stakeholder management.
• Strong organisational skills and attention to detail.
• Patient-centric approach with a focus on service excellence and relationship building. Educational Qualification And Experience
• Graduate in any discipline; healthcare administration, business management, or related qualifications will be preferred.
• 2-6 years of relevant experience in CRM, patient relations, customer service, or customer experience management.
• Prior experience in hospitals, multispecialty clinics, diagnostic centres, dental clinics, ophthalmology, fertility, or similar healthcare organisations is preferred.
• Experience managing a team and handling escalated customer or patient concerns will be an advantage. This job is provided by Shine.com

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