Retail Healthcare- Service Quality and CRM manager

4 weeks ago

Chennai, Tamil Nadu, India Camomile Healthcare Full time
Job DescriptionThe Service Quality and CRM Manager will play a pivotal role in overseeing daily operations at one of our client's retail healthcare centers, specializing in dermatology and aesthetics. This role is responsible for ensuring a seamless, patient-centric experience by driving operational excellence, maintaining high service quality standards, and enhancing patient engagement. In addition, the role will support the clinic's brand visibility through basic marketing and outreach initiatives.

Key ResponsibilitiesService Excellence & Operations

- Oversee non-clinical operations to ensure efficient, high-quality service delivery.
- Lead, train, and motivate staff to maintain a welcoming and professional environment.
- Resolve patient concerns with empathy and prompt follow-up.
- Monitor patient flow and reduce wait times through coordinated scheduling.
- Coordinate with clinical teams to ensure seamless care delivery.
- Track patient satisfaction and drive continuous service improvements.

Patient Acquisition & Customer Relationship Management (CRM)

- Drive patient acquisition strategies, including local outreach, referrals, and promotional activities.
- Build and maintain strong patient relationships, ensuring repeat visits and long-term loyalty.
- Proactively engage with patients through follow-ups, reminders, and personalized communication.
- Maintain and utilize a patient database/CRM system to track interactions, preferences, and feedback for targeted service and marketing initiatives.

Marketing & Brand Support

- Educate patients on treatments, packages, and promotions to increase awareness and conversions.
- Support basic marketing efforts, including collecting testimonials, managing online reviews, and coordinating local marketing/outreach campaigns.
- Collaborate with marketing teams to implement in-clinic promotions, events, and brand visibility initiatives.

Qualifications & Experience

- Graduate/Postgraduate in Healthcare.
- 3-5 years of experience in customer service or patient-facing roles. Candidates with experience in retail healthcare centers shall be preferred.
- Fluency in Tamil and English is essential.
- Strong communication, team management, and problem-solving skills.

Performance Expectations

- High patient satisfaction and engagement.
- Effective communication and issue resolution.
- Positive representation of the clinic brand.

Compensation & Benefits

- Attractive salary
- Incentives tied to service quality and satisfaction metrics
- Career growth in operations and patient experience management

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