Job Description

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