: 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 clear 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.
- Solid 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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