Job Description
Position: Customer Relationship Manager
Role Purpose
The Customer Relationship Manager is responsible for building and maintaining strong relationships with customers to enhance satisfaction, loyalty, and retention. The role involves addressing customer inquiries and complaints, coordinating with internal departments to ensure timely resolution of issues, identifying opportunities to improve the customer experience, and supporting business growth through effective relationship management.
Key Responsibilities
Patient Relationship Management
- Welcome and assist patients and their attendants throughout their hospital journey.
- Build and maintain positive relationships with patients, corporate clients, insurance providers, and referral partners.
- Ensure a smooth patient experience from registration to discharge.
- Coordinate with various departments to provide timely and efficient services.
Patient Experience & Satisfaction
- Monitor patient satisfaction through regular feedback and surveys.
- Address patient grievances, complaints, and service-related concerns promptly.
- Ensure timely resolution of issues and communicate updates to patients and their families.
- Implement initiatives to improve patient experience and service quality.
Coordination & Communication
- Coordinate with doctors, nursing staff, diagnostics, pharmacy, billing, housekeeping, and other support services to ensure seamless patient care.
- Facilitate communication between patients, families, and healthcare professionals.
- Assist international, VIP, and corporate patients as required.
- Support admission, discharge, and referral coordination.
Quality & Compliance
- Ensure compliance with hospital policies, patient rights, and healthcare quality standards.
- Maintain confidentiality of patient information in accordance with applicable privacy regulations.
- Assist during quality audits and accreditation processes such as NABH
- Maintain accurate records of patient feedback, complaints, and resolutions.
Business Development Support
- Develop relationships with corporate organizations, TPAs, insurance companies, and referral doctors.
- Coordinate health camps, awareness programs, patient education initiatives, and community outreach activities.
- Support marketing initiatives aimed at increasing patient engagement and retention.
- Identify opportunities to improve patient retention and referral programs.
Reporting
- Prepare daily, weekly, and monthly reports on:
- Patient satisfaction scores
- Complaint analysis
- Resolution turnaround time
- Patient feedback trends
- Service improvement initiatives
- Referral and corporate patient statistics
Qualifications
- Degree
- 5 years of experience in hospital customer relations, patient services, or healthcare administration.
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
Work Location: In person
