CRM Executive / Manager

Building Services Design & Energy Institute - MEPa2z; Dadri; On-site; INR 500,000 - 800,000; Full time

Job summary

Building Services Design & Energy Institute - MEPa2z seeks a CRM Executive/Manager to oversee patient relationship management and related processes in a healthcare setting. The role drives patient satisfaction, engagement, and loyalty through end-to-end lifecycle management and cross-functional coordination.

The ideal candidate has 2–6 years in CRM with strong leadership and data- driven improvement capabilities, and a graduate degree.

Qualifications

• Graduate in any discipline; healthcare admin or management qualification preferred.
• 2-6 years of CRM/patient relations experience.
• Experience in hospitals or healthcare clinics is preferred.

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.

Skills

Team leadership

Communication skills

CRM operations

MIS reporting

Data analysis

Stakeholder management

Patient relationship management

MS Excel

Education

Graduate degree

Tools

CRM software

MS Excel

Job description

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 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.
• 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.