Customer Relations

1 week ago

Lanka Varanasi Uttar Pradesh, India Heritage Hospital Full time ₹ 2,50,000 - ₹ 7,50,000 per year

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

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