Customer Relationship Executive

Kauvery Hospital; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Kauvery Hospital is seeking a Patient Experience Specialist to build and maintain relationships with patients and families while coordinating with healthcare providers to improve service delivery.

The role focuses on patient engagement, education about services, and developing programs to enhance the patient journey. Strong communication and data-analysis skills are essential to monitor satisfaction and drive improvements across the organization.

Qualifications

• Interpersonal communication to engage effectively with patients and healthcare staff.
• Problem-solving to address patient issues promptly and maintain positive relationships.
• Data analysis skills to monitor patient experience and CRM metrics.
• Empathy and compassion when dealing with sensitive healthcare situations.
• Strong organizational skills to manage multiple patient interactions and follow-ups.

Responsibilities

• Build and maintain relationships with patients, families, healthcare providers, and partners.
• Act as a liaison between the organization and patients, addressing needs and feedback.
• Monitor patient satisfaction and resolve complaints effectively.
• Educate patients on healthcare services, treatments, or procedures to aid informed decisions.
• Analyze patient data to identify trends and opportunities for service improvement.
• Prepare reports on patient satisfaction, feedback, and CRM activities for management.
• Collaborate with healthcare providers, administrative staff, and marketing to enhance patient experience.
• Design and implement programs aimed at improving the patient journey and overall experience.

Skills

Interpersonal Communication

Problem-Solving

Data Analysis

Empathy and Compassion

Organizational Skills

Tools

CRM tool

Job description

Job Description

Job description:

Main Objective of the Role

• Build and maintain relationships with patients, families, healthcare providers, and partners.

1. Relationship Management

• Act as a liaison between the healthcare organization and its patients, addressing patient needs, concerns, and feedback.
• Monitor patient satisfaction and ensure any issues or complaints are resolved effectively.

2. Patient Engagement

• Engage with patients regularly through calls, emails, or face-to-face meetings to understand and address their healthcare needs.
• Educate patients on healthcare services, available treatments, or procedures to help them make informed decisions.
• Develop and implement patient retention strategies to enhance loyalty.

3. Data Management and Reporting

• Maintain accurate records of patient interactions and feedback.
• Analyze patient data to identify trends and opportunities for service improvement.
• Prepare reports on patient satisfaction, feedback, and CRM activities for management.

4. Cross-functional Collaboration

• Work with healthcare providers, administrative staff, and marketing teams to enhance patient experience.
• Ensure alignment of CRM strategies with organizational goals in patient care and service delivery.
• Participate in cross-functional meetings to develop strategies for patient engagement and retention.

5. Program Development and Implementation

• Design and implement programs aimed at improving the patient journey and overall experience.

6.Skills

• Interpersonal Communication: Excellent verbal and written communication skills to engage effectively with patients and healthcare staff.
• Problem-Solving: Ability to quickly address patient issues or concerns to maintain a positive relationship.
• Data Analysis: Comfortable with CRM tools, data entry, and analysis to monitor and improve patient experience.
• Empathy and Compassion: Understanding patient concerns and needs, especially in sensitive healthcare environments.
• Organizational Skills: Strong time management and multitasking abilities to handle multiple patient interactions and follow-ups.
• A CRM in healthcare ultimately aims to ensure a smooth, supportive, and satisfying experience for patients, contributing to both their well-being and the success of the healthcare organization.