Customer Relationship Management Manager

20 hours ago

New Delhi, India YourFitPath Full time

Position: Customer Relationship Manager (Kenyan Patients)

Location: Delhi, India

Reports To: Operations Manager


***THIS IS A ENTRY LEVEL JOB***


Job Summary:


The Customer Relationship Manager (CRM) for Kenyan Patients will provide end-to-end assistance to patients from Kenya during their treatment journey in Delhi, India. Acting as a bridge between patients and healthcare providers, the CRM will ensure patients receive personalized care, support, and guidance at every step of their medical treatment. The manager will be physically present with the patient throughout their treatment period to ensure a smooth and stress-free experience.


Key Responsibilities:


  • Patient Assistance and Guidance:
  • Be the primary support contact for Kenyan patients upon their arrival in Delhi.
  • Assist patients in their native language, ensuring clear communication and comfort.
  • Provide detailed guidance on treatment procedures, appointments, and timelines.


On-Ground Support:


  • Accompany patients to medical consultations, diagnostic tests, and procedures.
  • Assist in completing hospital formalities such as registration, documentation, and payments.
  • Ensure patients understand their treatment plans and address any doubts or concerns.


Logistical Coordination:


  • Manage patients’ travel arrangements within Delhi, including transportation to and from hospitals.
  • Coordinate with accommodation providers to ensure patient comfort during their stay.
  • Assist with dietary and other personal needs as per patient preferences.



Emotional Support:


  • Provide empathetic care and moral support to patients and their families during treatment.
  • Act as a calming presence in high-stress situations, fostering trust and reassurance.


Communication with Stakeholders:


  • Act as a liaison between patients, doctors, and hospital staff, ensuring seamless communication.
  • Update the patient's family (if not present) on treatment progress and next steps.
  • Work closely with internal teams to resolve any issues promptly.


Post-Treatment Assistance:


  • Help patients with discharge formalities and post-treatment instructions.
  • Ensure follow-up appointments are scheduled and communicated clearly.
  • Provide assistance with any last-minute requirements before the patient departs from Delhi.


Skills and Qualifications:


Essential:

  • Bachelor’s degree
  • Fluency in Swahili (not mandatory) and English; knowledge of Hindi or a local Indian language is a plus.
  • Strong organizational and multitasking skills.
  • Excellent interpersonal and problem-solving abilities.


Preferred:


  • Prior experience working with international patients or in the healthcare sector.
  • Knowledge of Indian healthcare systems and hospital processes.


Key Traits:


  • Empathy, patience, and cultural sensitivity.
  • High emotional intelligence to support patients in stressful situations.
  • Professional demeanor and proactive attitude.
  • Ability to work flexible hours as per patient needs.


Benefits:


  • Competitive salary with allowances for on-ground support.
  • Opportunity to work closely with patients and make a meaningful impact.
  • Professional growth in the medical tourism and healthcare management sector.
  • Comprehensive training on local healthcare systems and processes.

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