Key Responsibilities

- Online Reputation Management: Monitor and manage the organisations online presence across social media, Google

Reviews and other relevant digital channels.

- Comment and Query Management: Respond promptly and professionally to comments, direct messages, enquiries and

feedback on advertisements, posts and online platforms.

- Skilled Written Communication: Draft clear, accurate and grammatically correct English responses, maintaining the

appropriate tone for patients, customers and the general audience.

- Review Management: Monitor positive and negative reviews, acknowledge feedback, address concerns professionally and

coordinate with relevant teams for resolution.

- Healthcare Communication: Handle patient-related enquiries sensitively and empathetically while protecting confidential

patient information.

- Complaint Handling and Escalation: Identify complaints, negative feedback and sensitive issues, and escalate them to

the appropriate team for timely resolution.

- Social Media Monitoring: Monitor Facebook, Instagram, YouTube, Google Business Profile and other relevant platforms

for incoming comments, reviews and messages.

- Internal Coordination: Work with customer support, operations and marketing teams to verify information before

responding to specific queries.

- Brand Reputation: Maintain a consistent, professional brand image through timely, courteous and appropriate online

interactions.

- Tracking and Follow-up: Maintain records of queries,



complaints, feedback, response status and escalations, ensuring

follow-up within defined timelines.

- Response Quality: Ensure replies are accurate, relevant, polite and aligned with organisational communication guidelines.

Required Skills & Qualifications

- Excellent verbal and written English communication skills are mandatory.

- Robust English writing ability, including grammar, spelling, sentence formation and professional response drafting.

- Ability to communicate with patients and customers politely, empathetically and professionally.

- Experience handling social media comments, online reviews, customer queries or digital communications.

- Familiarity with Facebook, Instagram, YouTube, Google Reviews and other online platforms.

- Strong attention to detail, with the ability to manage multiple queries simultaneously.

- Good problem-solving, coordination and follow-up skills.

- Ability to handle negative feedback and complaints calmly and professionally.

- Understanding of patient confidentiality and the sensitivity required in healthcare communication.

Experience & Industry Preference

Candidates with 1–4 years of experience in ORM, online reputation management, social media management, customer communication or a similar role are preferred.

Experience in healthcare, hospitals, clinics, diagnostics, wellness or other patient-centric organisations will be an advantage.

📌 ORM Executive (New Delhi)
🏢 Cancer Healer Centre
📍 New Delhi