Job Description As a Social Media Manager, you will be responsible for managing and executing our end-to-end social media strategy, overseeing content creation and publishing, driving growth and engagement, ensuring governance across hospital units, and identifying new opportunities for digital storytelling in the healthcare space. Key Responsibilities Social Media Content Calendar Management Develop and maintain a structured monthly content calendar for Facebook, Instagram, LinkedIn, and YouTube. Ensure alignment with ongoing brand campaigns, seasonal health awareness days, and business objectives. Campaign Execution & Coordination Plan and execute organic and paid campaigns in coordination with internal marketing teams, clinical departments, and digital agencies. Manage creative briefs, approvals, and on-time delivery. Performance Growth & KPI Tracking Monitor platform metrics and drive growth in followers, reach, engagement, and conversions. Generate monthly reports with actionable insights to refine strategy. Website Content Development & Review Collaborate with content teams to write, edit, and optimize website content including blogs, treatment/specialty pages, landing pages, and doctor profiles. Ensure content accuracy, SEO best practices, and brand voice consistency. Unit Social Media Coordination & Governance Oversee and align social media handles across different hospitals/ units with the central brand strategy. Standardize content quality, manage approvals, and coordinate with unit SPOCs and external agencies. Social Media Innovation & Trends Integration Stay updated with emerging trends, tools, and formats (e.g., Reels, AI-driven content). Pilot new ideas to keep the brand relevant, engaging, and ahead of the curve. Show more Show less

Lead analysis to evaluate campaign performance, suggest optimization, and complete campaign reports, bringing cross channel performance insights and actionable strategies Monitor, analyze, and report on performance metrics across digital marketing channels including website, email, social media, SEO/SEM, and paid advertising. · Input into the digital strategy requirements with a strong understanding of the business objectives and KPIs. · Analyse data, trends, performance and leverage your understanding of Google, FB, & Programmatic advertising solutions to create holistic marketing strategies. · Develop and maintain strategic and testing roadmaps in CPC/CPM campaigns. · Develop campaign measurement frameworks that are aligned with marketing KPIs and ensure proper mechanisms are in place to track performance. · Coordinate with the creative and content agencies and help them to drive the overall ad creative and ad copy strategy with supporting data and analysis. You have sound experience with planning, conceptualizing, and implementing omni-platform digital marketing campaigns, spanning web, SEO/SEM, email, social media, and aggregators. Required to have prior knowledge of analytics tools (e.g., Google Analytics, SEM Rush, ahRefs) and marketing automation tool (MoEnagage / CleverTap) and CRM Work closely with the marketing team to track KPIs, identify trends, and provide actionable recommendations. Manage Google Analytics, Google Tag Manager, and other tracking tools to ensure accurate data collection. Conduct competitor analysis and market research to identify opportunities for growth. Develop, manage, and maintain dashboards and regular reports to provide clear insights to the marketing and leadership teams. Collaborate with digital, creative, and content teams to provide data-backed recommendations for campaign optimization. Qualifications : Should have good computer technical skills like MS Excel, PowerPoint etc. Should be excellent in Google Sheets and data tools. Knowledge of performance marketing, SEO, and social media management Good communication skills 8 – 10 yrs. of Experience with minimum exp. of 5 years in digital marketing. Show more Show less

To oversee the smooth and efficient functioning of the Finance Department, cash and statutory compliances and monitor strategic amendments from time to time. Position Summary: Key Responsibilities : Managing the finance function and establishing appropriate internal controls, especially in relation to the use and movement of funds. Ensuring all statutory reporting in a timely and accurately manner, acceptable to the set protocols of the unit’s requirements. Providing monthly reports to the Board/Corporate, detailing the unit’s performance against annual budget and other significant matters that ought reasonably to be brought to the Board’s attention. Monitoring the management reporting function, including profitability, revenues and pricing tariff, as set by billing models. Incorporating budget and forecasting models, funding cash reporting and working capital; monitor performance of the unit. Managing risk and ensure risks are prioritized and minimized in a proactive manner and are regularly reviewed; raising issues with the Corporate/Board as appropriate. Managing and responding to queries related to the internal and external audit activities of the Group, working in conjunction with the Group’s compliance. Ensuring accurate taxation policies are adopted, including corporate, VAT and tax planning. Handling relationships with key vendors and contributing in commercial areas/ negotiations. Leading and motivating the finance function to ensure they meet agreed targets for company performance. Ensuring effective interface, integration and collaboration of resources in finance and related business areas. Representing the Company externally to customers, the industry and other organizations; ensuring that its reputation and capability are perceived positively. Any additional responsibilities entrusted by the department head at the Corporate Office Qualifications and Skills CA / CMA >12 years of experience Should be from Hospital / Healthcare domain Proficient in English and Hindi Communication skills Observational and critical thinking skills Teamwork and people skills Ability to take initiative Ability to deal with emotionally charged and difficult situations Resilience Empathy Show more Show less

We are seeking a strategic and innovative Head of Digital Marketing to lead our digital initiatives at Group Level . This role is crucial for enhancing our online presence, driving patient engagement, and promoting our services. The ideal candidate will have a deep understanding of digital marketing strategies, patient acquisition, and healthcare regulations. Objective: Drive revenue growth for CARE Hospitals by increasing patient footfall through strategic marketing initiatives, with full responsibility for digital revenue topline growth. Key Responsibilities: Strategic Planning : Develop and execute a comprehensive digital marketing strategy that aligns with the hospital's goals and strengthens brand visibility. Leadership : Lead, mentor, and manage a team of digital marketing professionals, fostering a culture of creativity and high performance. Patient Engagement : Design and implement initiatives to engage patients through digital channels, enhancing the overall patient experience. Content Strategy : Oversee the creation of high-quality content, including blogs, videos, and social media posts, to educate and inform patients and the community. SEO & SEM : Drive SEO efforts to boost organic search visibility and manage PPC campaigns to increase patient inquiries. Social Media Management : Build and maintain a robust social media presence to connect with patients, share health information, and promote hospital services. Agency Management : Manage external agencies to ensure they deliver on strategic goals, maintain high performance standards, and align with the hospital's objectives. Analytics & Insights : Leverage digital analytics tools to monitor performance, generate reports, and derive actionable insights for optimizing marketing efforts. Collaboration : Partner with clinical teams, administration, and external stakeholders to ensure cohesive messaging and strategy alignment. Qualifications and Experience : Bachelor’s degree in Marketing, Communications, Healthcare Administration, or a related field; MBA is a plus. 15+ years of digital marketing experience, preferably in the Healthcare / Ecommerce Industry Proven experience in leading successful digital marketing campaigns. Strong understanding of SEO, SEM, content marketing, and social media strategies. Proficiency in analytics tools (e.g., Google Analytics, social media insights) and CRM software. Excellent leadership, communication, and interpersonal skills. Ability to adapt to a fast-paced and evolving environment. Other Benefits : Competitive salary and benefits package. Opportunities for professional growth and development. A supportive and collaborative work environment. Show more Show less

The Unit Human Resources position in a hospital involves managing and coordinating various HR functions within a specific unit . Primarily the responsibilities include: 1. Recruitment : - Overseeing the recruitment process for the unit, including sourcing candidates, conducting interviews, and making hiring decisions. - Ensuring compliance with hospital policies and procedures, as well as regulatory requirements related to recruitment. 2. Employee Relations: - Handling employee relations issues within the unit, including conflict resolution, disciplinary actions, and grievance management. - Promoting a positive work environment and fostering employee morale and engagement. 3. Training and Development: - Identifying training needs within the unit and coordinating training programs to enhance employee skills and knowledge. - Supporting career development and succession planning initiatives. 4. Performance Management: - Implementing performance management processes, including goal setting, performance evaluations, and feedback sessions. - Working closely with unit managers to address performance issues and develop improvement plans. 5. HR Administration: - Maintaining accurate employee records and HR documentation for the unit. - Handling payroll administration, benefits administration, and other HR-related administrative tasks. 6. Compliance and Policy Implementation: - Ensuring compliance with hospital HR policies, procedures, and legal requirements. - Implementing and communicating HR policies and initiatives within the unit. 7. Health and Safety: - Collaborating with the hospital's health and safety team to ensure a safe working environment within the unit. - Promoting health and safety awareness and compliance among unit staff. 8. Strategic HR Initiatives: - Participating in strategic planning and initiatives related to HR within the hospital. - Contributing to the development and implementation of HR strategies to support the unit's goals and objectives. Required knowledge: Relevant knowledge and experience in core HR; good understanding of organization policies and procedures; should be proficient in handling daily HR related issues. Required skills: The job requires good communication, team leading, directing and decision making skills; a disciplined and proactive approach required; should be computer literate. Education, experience & formal training: MBA(HR)/IRPM/MHRM/MSW with a minimum of 10 to 15 years’ experience. Reports/records: Some of the records to be maintained are: • Daily reports • Weekly recruitment reports • Monthly operation review reports • Salary adjustment reports • Extra duties and allowances reports • Payroll related documentation Show more Show less

Role Purpose: We are looking for a dynamic, data-driven CRM Leader to own and drive patient journeys and engagement processes across multiple hospitals and specialties. This role will lead the configuration, optimization, and governance of the CRM solution (LeadSquared) and its integration with the Contact Centre solution (Ozonetel) and Hospital Information System (HIS) platforms. The ideal candidate will have hands-on experience with multi-stage customer journeys, contact centre operations, and real-time system integrations to ensure high conversion, retention, service excellence, and patient satisfaction. Key Responsibilities: CRM Strategy & Configuration Own the overall CRM configuration and design using LeadSquared for capturing, routing, nurturing, and converting patient leads across all channels (Digital, Inbound Calls, Outbound Calls, Walk-ins), categories (Enquiries, ER, International, High-Value) and business lines (OP, Diagnostics, Pharmacy, IP, etc.) Define/Document specialty-wise lead scoring, routing rules, SLA frameworks, and escalation pathways Design, test, and deploy campaigns, automation workflows, and triggers tailored to each specialty and patient type (new vs. returning) Bring information used by Call Center agents from external sources (Excel sheets, Website, etc.) into the CRM Lead Management & Contact Centre Integration Manage and optimize the end-to-end patient journey from lead acquisition to consultation, and all post-consultation workflows, including medicine prescription flow, lab/diagnostics flow, radiology flow, IP admission, and follow-ups Define and maintain specialty-wise flows, accounting for treatment types, urgency levels, consultation preferences (tele/in-person) and condition-specific nuances Work closely with the Contact Center Solution team to ensure: Call routing and IVR flows align with CRM journeys Dispositions sync automatically with CRM statuses Missed calls trigger re-engagement workflows Establish SLA monitoring dashboards for inbound and outbound call performance in alignment with lead and patient engagement workflows Measurable Patient Engagement, Retention & LTV Data Integration with HIS and Other Systems Define and manage real-time data exchange between CRM and HIS, including: Fetching live doctor schedules, appointment statuses, prescription outcomes, diagnostics prescribed, admission statuses, etc. Triggering CRM journeys based on HIS events (e.g., consultation completed, prescription added, test advised) Determine what data is stored in CRM vs. fetched from HIS, ensuring consistency, security, and real-time availability. Coordinate with HIS and IT teams to define API requirements, ensure uptime, and resolve sync issues. Campaigns & Automation Build lifecycle campaigns in LeadSquared tailored to patient status (lead, booked, post-consult, admitted, discharged, lost) and specialty. Automate communication across multiple channels (SMS, Email, WhatsApp, Voice) based on patient engagement behaviour, medical events, and preferences. Run reactivation and retention campaigns for lost or dormant patients with specialty-specific messaging. KPIs and Reports Own, track and report on key metrics such as (this is a representative list): Lead-to-Consult conversion rate Consult-to-Diagnostics conversion rate Consult-to-IP conversion rate TAT from lead capture to various milestones in the patient journey Campaign and agent performance Patient drop-offs and re-engagement success Conversions and Revenue by various attributes (Lead type, Channel, Sales Agent, Speciality, Campaign, etc.) Project Management Own the project management roadmap and execution, including stakeholder collaboration, change management, adoption and outcomes Liaise with marketing, digital, operations, clinical, and IT teams to align CRM flows with business priorities. Enable and train call centre agents, counsellors, and field teams on CRM SOPs and processes. Act as the primary business Leader for CRM across specialties, locations, and patient types. Key Requirements 8 to 12 years in CRM process definition, implementation and management, preferably in healthcare or high-touch service industries. Proven experience with LeadSquared or similar CRM tools, and knowledge of healthcare workflows preferred. Strong understanding of contact centre systems like Ozonetel / Exotel / Genesys including IVR, agent routing and call dispositioning. Experience working with HIS/EMR integrations and healthcare data flows. Ability to break down complex patient journeys into data-driven, automatable CRM workflows. Excellent project management and cross-functional collaboration skills. Highly data-oriented, with strong analytical and problem-solving mindset.

About the Company CARE Hospitals Group is committed to providing high-quality healthcare services. Our mission is to meet patient care needs through continuous quality improvement and a culture of excellence. About the Role The role involves maintaining and reviewing departmental policies, coordinating quality improvement projects, and ensuring compliance with NABH accreditation standards. Location: Bhubaneshwar Responsibilities Maintain and review departmental policies, objectives, and procedures in association with the departmental HODs. Co-ordinate the planning, design, and implementation of Continuous Quality Improvement projects to systematically evaluate and meet patient care needs. Review and monitor data analysis of all quality indicators for each department and provide appropriate feedback to the concerned departments and to the top management through the Vice President-Quality & Operations of CARE Hospitals Group. Prepare and present regular reports on all departmental activities to the Hospital Chief Operating Officer & the Vice President-Quality & Operations. Conduct and oversee internal audits and provide appropriate feedback to the departments. Co-ordinate with NABH secretariat Office and NABH Assessors (in Accreditation process) for all communications. Organize, facilitate, and participate in NABH accreditation team evaluation visits to different departments of the organization during pre-assessment or reaccreditation. Conduct surprise audits along with the quality team and submit the reports to the management through the Vice President-Quality & Operations. Assist the Vice President-Quality & Operations in planning and conducting audits by external agencies for the purpose of accreditation. Strive to maintain NABH and other NABH certification requirements. Prepare the department’s annual reports for submission to the Hospital’s Facility Chief Operating Officer through the Vice President-Quality & Operations of the Group. Represent the department in committees of the hospital. Ensure NABH application is filled online (accreditation/re-accreditation) and all the data required for the application shall be coordinated. Ensure all the relevant documents are uploaded on the NABH website as and when required. Coordinate with NABH secretariat office for any queries/issues to be addressed. Ensure internal communication with the staff about the accreditation process through HCOO's office. Maintain contact with the assessment team and coordinate for their travel and stay. Ensure that closure is submitted to NABH after the completion of the assessment process well within the stipulated time frame. Ensure that the quality indicators report is submitted to NABH. Assume any other responsibilities as delegated by the Vice President-Quality & Operations or Hospital Chief Operating Officer. Follow up on issues raised by external and internal audit reports. Qualifications Relevant educational qualifications in healthcare management or a related field. Required Skills Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Experience in quality management and accreditation processes. Preferred Skills Familiarity with NABH accreditation standards. Experience in conducting audits and quality assessments. Pay range and compensation package Competitive salary based on experience and qualifications. Interested Candidates can share your profile at deepti.modani@carehospitals.com Do mention your Current and Expected CTC.

The objective of this role is to facilitate the use of best practices with the latest technologies in the hospital to achieve optimum service satisfaction from both internal/external customers. Position Summary: Key Responsibilities Developing and implementing standardized processes for administration. Monitoring allocation of rooms/beds and their utilization. Coordinating with HR Department on manpower requirements, utilization, welfare, training and discipline. Developing and implementing policy and process manuals for administrative procedures. Handling media and preparation of media reports. Overseeing deployment of biomedical engineering equipments. Creating a strong and empowered team at the hospitals to manage patient care. Coordinating with the quality consultants in developing and documenting quality management systems in the form of manuals, system procedures, departmental procedures and work instructions. Overseeing the day-to-day operations of all departments. Ensuring hospitals operate efficiently and provide adequate medical care to patients. Ensuring adequate and responsive fire-fighting and security arrangements. Key Performance Indicators Ensuring patient satisfaction levels. Overseeing bed occupancy and effective utilization. Enhancing operational efficiency. Monitoring internal customer satisfaction levels. Ensuring compliance to quality systems. Ensuring adherence to Standards Operating Procedures. Qualification and Experience MHM / MBBS Ability to handle a team of functional and technical professionals 15-18 years of relevant experience in hospital administration. Project management and evaluation experience. Communication skills Observational, critical thinking and design thinking skills Teamwork and people skills Ability to take initiative Ability to deal with emotionally charged and difficult situations

We are Looking for Dynamic and Experienced Marketing Head for Indore Location Responsibilities • Driving overall revenue of the unit • Responsible to deliver BD volume and revenue from the Trade channel, Insurance, Corporate/PSU and others • Empaneling CARE with other corporates – public & private and maintain trackers for all contracts and renewals • Proper deployment of team members in the territories and expanding coverage into new territories as per potential • Tracking competition sales and activities on regular intervals • Ensuring proper coverage of Doctors, Doctor database, maintaining the number and frequency of visits • Ensuring proper day to day monitoring of referrals generated • Team management, recruitment and retention • Conducting seminars, Continual Medical Education (CME) programs, ORC’s, conferences and camps on a regular basis. • Joint field work with executives/TLs and maintain a healthy relationship with doctors (internal and external), corporates, Insurance & TPAs on a regular basis. • Strategizing on sales and activities to generate revenue and brand awareness for the unit • Planning and execution with unit/corporate branding/digital team for unit specific campaigns and activities • Monthly reports, MIS on sales, coverage, competition, activities, referrals, payor mix, attrition etc. Required knowledge Must have worked in a similar capacity for at least 5 years Should have managed a team size of 10+ direct reportees Should have managed unit level branding / activities and digital initiatives Go getter, passionate in driving sales, team player and love challenges Preferred candidate profile Bachelor's degree in Marketing, Business Administration, or a related field (Master's degree preferred) >12 years' experience in healthcare marketing with a focus on doctor referrals and neighborhood marketing. Strong knowledge of the healthcare industry and its trends. Excellent communication, negotiation, and relationship-building skills. Strategic thinker with the ability to develop and execute marketing plans. Leadership experience and the ability to motivate and manage a team. If you are a results-driven marketing professional with a passion for healthcare and a track record of driving business growth, we invite you to apply for this exciting opportunity to lead our hospital marketing team.

The Unit Human Resources position in a hospital involves managing and coordinating various HR functions within a specific unit . Primarily the responsibilities include: 1. Recruitment : - Overseeing the recruitment process for the unit, including sourcing candidates, conducting interviews, and making hiring decisions. - Ensuring compliance with hospital policies and procedures, as well as regulatory requirements related to recruitment. 2. Employee Relations: - Handling employee relations issues within the unit, including conflict resolution, disciplinary actions, and grievance management. - Promoting a positive work environment and fostering employee morale and engagement. 3. Training and Development: - Identifying training needs within the unit and coordinating training programs to enhance employee skills and knowledge. - Supporting career development and succession planning initiatives. 4. Performance Management: - Implementing performance management processes, including goal setting, performance evaluations, and feedback sessions. - Working closely with unit managers to address performance issues and develop improvement plans. 5. HR Administration: - Maintaining accurate employee records and HR documentation for the unit. - Handling payroll administration, benefits administration, and other HR-related administrative tasks. 6. Compliance and Policy Implementation: - Ensuring compliance with hospital HR policies, procedures, and legal requirements. - Implementing and communicating HR policies and initiatives within the unit. 7. Health and Safety: - Collaborating with the hospital's health and safety team to ensure a safe working environment within the unit. - Promoting health and safety awareness and compliance among unit staff. 8. Strategic HR Initiatives: - Participating in strategic planning and initiatives related to HR within the hospital. - Contributing to the development and implementation of HR strategies to support the unit's goals and objectives. Required knowledge: Relevant knowledge and experience in core HR; good understanding of organization policies and procedures; should be proficient in handling daily HR related issues. Required skills: The job requires good communication, team leading, directing and decision making skills; a disciplined and proactive approach required; should be computer literate. Education, experience & formal training: MBA(HR)/IRPM/MHRM/MSW with a minimum of 10 to 15 years’ experience. Reports/records: Some of the records to be maintained are: • Daily reports • Weekly recruitment reports • Monthly operation review reports • Salary adjustment reports • Extra duties and allowances reports • Payroll related documentation

Role Synopsis The CRM & Contact Center Business Analyst owns patient journeys and engagement processes and acts as the bridge between business teams, contact center operations, IT, and external vendors. This role will own the CRM design and configuration, optimize lead management workflows, define and document specialty-wise processes, integrate CRM with internal and external systems, and build campaigns and automated dashboards to drive measurable patient satisfaction, conversion, engagement, retention, and lifetime value. Key Responsibilities Requirements Gathering, Workflow & Process Design Conduct workshops with marketing, digital, call center, operations, clinical, and IT teams to capture and document detailed business requirements. Map, design, and document end-to-end lead management workflows, contact center call flows, escalation processes, and re-engagement workflows. Define and maintain specialty-wise workflows accounting for treatment types, urgency levels, consultation preferences (tele/in-person), and condition-specific nuances. Define and manage data integrations between CRM and other systems like HIS, EMR, Contact Center Software, Clevertap, Digital Channels, WhatsApp, SMS, etc. Build Reports and Dashboards to track key Operational & Business metrics Translate business requirements into BRDs, FSDs, and user stories. Ensure workflows align with business goals, compliance requirements, and patient experience standards. CRM Configuration Own the overall CRM configuration and design for capturing, routing, nurturing, and converting patient leads across all channels (Digital, Inbound Calls, Outbound Calls, Walk-ins), categories (Enquiries, ER, International, High-Value) and business lines (OP, Pharmacy, Diagnostics, Radiology, IP, etc.) Define/Document specialty-wise lead scoring, routing rules, SLA frameworks, and escalation pathways Design, test, and deploy campaigns, automation workflows, and triggers tailored to each specialty and patient type (new vs. returning) Bring information used by Call Center agents from external sources (Excel Sheets, Website, HIS, EMR, etc.) into the CRM Campaigns & Automation Build lifecycle campaigns in CRM tailored to patient status (lead, booked, post-consult, admitted, discharged, lost) and specialty. Automate communication across multiple channels (SMS, Email, WhatsApp, Voice) based on patient engagement behaviour, medical events, and preferences. Run reactivation and retention campaigns for lost or dormant patients with specialty-specific messaging. Stakeholder collaboration & engagement Engage with internal stakeholders (marketing, digital, operations, clinical, IT) and external vendors. Conduct UAT, document test results, and create SOPs and training material. Enable and train call centre agents, counsellors, and field teams on CRM SOPs and processes. Drive system adoption and be the first point of contact for CRM and contact center queries. Key Requirements 6 to 8 years in CRM process definition, implementation and management, preferably in healthcare or high-touch service industries. Proven experience with Lead Squared/Salesforce/MS Dynamics or similar CRM tools, and knowledge of healthcare workflows preferred. Strong understanding of contact centre systems like Ozonetel/Exotel/Genesys, including IVR, agent routing, and call dispositioning. Experience working with HIS/EMR integrations and healthcare data flows. Ability to break down complex patient journeys into data-driven, automatable CRM workflows. Excellent cross-functional, analytical and problem-solving skills.

Role Synopsis The CRM & Contact Center Business Analyst owns patient journeys and engagement processes and acts as the bridge between business teams, contact center operations, IT, and external vendors. This role will own the CRM design and configuration, optimize lead management workflows, define and document specialty-wise processes, integrate CRM with internal and external systems, and build campaigns and automated dashboards to drive measurable patient satisfaction, conversion, engagement, retention, and lifetime value. Key Responsibilities Requirements Gathering, Workflow & Process Design Conduct workshops with marketing, digital, call center, operations, clinical, and IT teams to capture and document detailed business requirements. Map, design, and document end-to-end lead management workflows, contact center call flows, escalation processes, and re-engagement workflows. Define and maintain specialty-wise workflows accounting for treatment types, urgency levels, consultation preferences (tele/in-person), and condition-specific nuances. Define and manage data integrations between CRM and other systems like HIS, EMR, Contact Center Software, Clevertap, Digital Channels, WhatsApp, SMS, etc. Build Reports and Dashboards to track key Operational & Business metrics Translate business requirements into BRDs, FSDs, and user stories. Ensure workflows align with business goals, compliance requirements, and patient experience standards. CRM Configuration Own the overall CRM configuration and design for capturing, routing, nurturing, and converting patient leads across all channels (Digital, Inbound Calls, Outbound Calls, Walk-ins), categories (Enquiries, ER, International, High-Value) and business lines (OP, Pharmacy, Diagnostics, Radiology, IP, etc.) Define/Document specialty-wise lead scoring, routing rules, SLA frameworks, and escalation pathways Design, test, and deploy campaigns, automation workflows, and triggers tailored to each specialty and patient type (new vs. returning) Bring information used by Call Center agents from external sources (Excel Sheets, Website, HIS, EMR, etc.) into the CRM Campaigns & Automation Build lifecycle campaigns in CRM tailored to patient status (lead, booked, post-consult, admitted, discharged, lost) and specialty. Automate communication across multiple channels (SMS, Email, WhatsApp, Voice) based on patient engagement behaviour, medical events, and preferences. Run reactivation and retention campaigns for lost or dormant patients with specialty-specific messaging. Stakeholder collaboration & engagement Engage with internal stakeholders (marketing, digital, operations, clinical, IT) and external vendors. Conduct UAT, document test results, and create SOPs and training material. Enable and train call centre agents, counsellors, and field teams on CRM SOPs and processes. Drive system adoption and be the first point of contact for CRM and contact center queries. Key Requirements 6 to 8 years in CRM process definition, implementation and management, preferably in healthcare or high-touch service industries. Proven experience with Lead Squared/Salesforce/MS Dynamics or similar CRM tools, and knowledge of healthcare workflows preferred. Strong understanding of contact centre systems like Ozonetel/Exotel/Genesys, including IVR, agent routing, and call dispositioning. Experience working with HIS/EMR integrations and healthcare data flows. Ability to break down complex patient journeys into data-driven, automatable CRM workflows. Excellent cross-functional, analytical and problem-solving skills. Show more Show less