ORM Executive

Cancer Healer Centre; New Delhi; On-site; INR 400,000 - 700,000; Full time

Job summary

Cancer Healer Centre is seeking a skilled Online Reputation Manager to oversee ORM and respond to patient queries with empathy. You will manage comments, reviews, and messages across social channels, ensuring professional, confidential communication and timely issue resolution.

Ideal candidates have strong English writing, attention to detail, and experience in healthcare communications. The role requires coordination with marketing, customer support, and operations to maintain a consistent

Qualifications

• Excellent written and spoken English required.
• Strong grammar, spelling, and professional response drafting.
• Ability to communicate politely and empathetically with patients and customers.
• Experience handling social media comments, online reviews, queries or digital communications.
• Familiarity with Facebook, Instagram, YouTube, Google Reviews and similar platforms.
• High attention to detail and ability to manage multiple queries.

Responsibilities

• Online Reputation Management across social platforms and Google Reviews.
• Respond to comments, DMs, enquiries and feedback promptly and professionally.
• Draft clear, accurate English responses maintaining appropriate tone.
• Monitor reviews and coordinate with teams for resolution.
• Handle patient enquiries sensitively while protecting confidentiality.
• Identify complaints and escalate to the right team for timely resolution.
• Monitor social platforms for comments, reviews and messages.
• Coordinate with customer support, operations and marketing before replying.
• Maintain a consistent brand image through online interactions.
• Keep records of queries, complaints and escalations with timely follow-ups.
• Ensure replies are accurate, relevant, and aligned with guidelines.

Skills

Excellent English communication

Strong English writing

Empathetic patient/customer handling

Social media management

Review and comment response

Attention to detail

Problem-solving and follow-up

Confidentiality in healthcare

Coordination with teams

Job description

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.
• Professional 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 elevate 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.
• Strong 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.