Digital Query - Marketing

MHC; Dadri; On-site; INR 300,000 - 520,000; Full time

Job summary

Max Super Speciality Hospital in Noida is seeking a Digital Query Management professional to handle patient inquiries across website, WhatsApp, social media and other digital channels. You will ensure timely responses, provide accurate information on doctors, services, OPD timings, and appointment processes, and escalate medical queries when needed.

You will also capture leads in the CRM, categorize inquiries by specialty and location, coordinate with the appointment team, and monitor ongoing

Qualifications

• Bachelor's Degree is required.

Responsibilities

• Handle and respond to digital patient queries across multiple channels (website, WhatsApp, social media, Google Business Profile, digital campaigns, online enquiry forms, chat/CRM).
• Ensure timely responses within defined TAT.
• Provide accurate information on doctors, services, timings, packages, locations and appointment processes.
• Escalate medical/clinical queries to appropriate departments; avoid giving medical advice.
• Capture and maintain all digital leads in CRM; categorize inquiries by specialty, doctor, service and location.
• Coordinate with OPD/appointment teams for bookings and follow-ups; maintain lead status and closure remarks.

Education

Bachelor's Degree

Job description

• Noida 128 - Max Super Speciality Hospital

Posted On 13 Oct 2026

End Date 27 Oct 2026

Required Experience 2 - 5 years

Basic Section

No. Of Openings 1

Employee Category Support

Closing Date 27 Oct 2026

Skills

Skill

Required Qualification

Bachelor's Degree

Job Description

Key Responsibilities

1. Digital Query Management

• Monitor and respond to patient queries received through:
  • Website
  • WhatsApp
  • Social media platforms
  • Google Business Profile
  • Digital campaigns
  • Online enquiry forms
  • Chat/CRM platforms
• Ensure all queries are responded to within the defined TAT.
• Provide accurate information regarding doctors, specialties, services, OPD timings, packages, locations, and appointment processes.
• Escalate medical or clinical queries to the appropriate department/doctor instead of providing medical advice independently.
• Capture and maintain all digital leads in the CRM/system.
• Categorise enquiries based on specialty, doctor, service, location, and requirement.
• Coordinate with the concerned OPD/appointment team for appointment booking.
• Follow up on unanswered or pending leads.
• Maintain proper lead status and closure remarks.
• Communicate with patients/attendants professionally through calls, WhatsApp, email, and other approved channels.
• Understand the patient's requirement and guide them to the appropriate hospital service.
• Share approved creatives, doctor profiles, service information, appointment details, and hospital information.
• Maintain a polite, empathetic and patient-friendly communication style.
• Coordinate with the Digital Marketing team on campaign-generated leads.
• Monitor query volume and response performance during campaigns.
• Identify frequently asked questions and patient concerns.
• Share feedback with the marketing team to improve campaign communication and landing pages.

5. Reporting & Analytics

• Prepare daily/weekly/monthly reports covering:
  • Total digital queries
  • Leads received
  • Leads contacted
  • Appointments generated
  • Pending queries
  • Unreachable leads
  • Lead source
  • Specialty-wise enquiries
  • Query-to-appointment conversion
• Identify recurring issues and provide insights to improve digital patient experience.