Customer Relations & CRM Executive

Position Overview:

Heritage Hospitals is seeking a dynamic, service-driven professional to deliver exceptional patient experience through proactive engagement, CRM-based communication, and data-driven follow-ups. The incumbent will be responsible for managing patient interactions via calls, messages, and digital platforms while ensuring every inquiry is converted into a positive service outcome. This position is ideal for individuals passionate about patient engagement, lead management, and healthcare service excellence, with a knack for communication and data coordination.

Key responsibilities:

1. Patient interaction and building relationships

• Serve as the first point of contact for all patient and consultation inquiries through calls, WhatsApp, or digital channels
• Handle inbound and outbound communications with empathy, clarity, and accuracy
• Counsel patients regarding services, doctors’ availability, procedures, and admission formalities
• Ensure high-quality interactions that build patient trust and satisfaction

2. CRM management

• Operate and update the Hospital CRM system daily to track inquiries, leads, and follow-ups
• Monitor and ensure timely movement of leads from inquiry to consultation or admission
• Generate daily and weekly CRM analytics reports on lead status, conversion ratios, and follow-up performance
• Identify patterns in lead behavior and recommend process improvements to management

3. Coordination

• Collaborate with departments such as OPD, Diagnostics, and Billing to ensure smooth patient scheduling and coordination
• Share key patient insights and communication trends with supervisors to enhance operational efficiency

4. Documentation

• Maintain structured call logs, lead dashboards, and communication summaries
• Prepare MIS reports on call performance, conversion trends, and customer engagement metrics
• Maintain confidentiality and data protection standards while handling patient information

Desired qualifications and experience:

• Graduate in any discipline, preferably with specialization in Sales, Marketing, or Communication
• 1–3 years of experience in CRM tool, lead management, telesales/ tele calling
• Strong understanding of CRM tools, lead funnel management, and reporting dashboards
• Fluency in English and Hindi; proficiency in other languages will be an asset
• Proficient in MS Excel, Word, and basic data reporting formats

Key competencies:

• Exceptional communication and interpersonal skills
• Strong relationship-building and persuasion ability
• Analytical mindset with attention to accuracy in CRM updates and reporting
• Patient-centric approach with empathy and responsiveness
• Positive, goal-oriented attitude and commitment to teamwork

Job Type: Full-time

Work Location: In person