CRM - Campaigns (Clinical & Patient Engagement)

Apollo Hospitals; Hyderabad; Presencial; INR 1 200 000 - 1 800 000; Tempo integral

Resumo da oferta

Apollo Hospitals in Hyderabad seeks a Clinical-Led CRM Campaign Manager to design specialty-wise and condition-based CRM campaigns aligned to clinical pathways, and translate clinical protocols into automated journeys that support patient care.

You will drive omni-channel execution across SMS, WhatsApp, Email, and more, build personalized segments, measure performance with dashboards, and ensure data governance and compliance while collaborating with doctors, nursing teams, and external vendors

Responsabilidades

• Design specialty-wise and condition-based CRM campaigns aligned to clinical pathways and translate clinical protocols into automated CRM journeys.
• Partner with doctors, nursing teams, and care coordinators to ensure medical relevance and accuracy of communication.
• 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.
• Create advanced patient segments using clinical, transactional, and behavioral data to enable hyper-personalized communication.
• Drive repeat visits, follow-ups, and service frequency through structured retention programs and Continuum of Care initiatives.
• Build and manage real-time CRM dashboards covering reach, delivery, engagement, conversion, and revenue attribution.
• Ensure accuracy, integrity, and security of patient data with HIPAA-aligned practices and data hygiene processes.

Descrição da oferta de emprego

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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.