Customer Relationship Manager

Job Description

Patient & Referring Doctor Relationship Manager

Reporting to: Hospital Director / Managing Doctor

1. Job Purpose

To build and maintain strong relationships with patients, their families, and referring General Practitioners (GPs) and other doctors. The role is responsible for ensuring smooth patient coordination throughout the treatment journey, maintaining regular communication with referring doctors, addressing patient concerns, and strengthening long-term professional relationships that support the hospital’s growth and reputation.

2. Key Responsibilities

A. Referring Doctor Relationship Management

• Visit referring GPs, family physicians, and other referring doctors regularly according to a planned schedule.
• Build and maintain professional relationships with existing referring doctors.
• Introduce hospital services, facilities, treatment options, and available urological procedures.
• Keep referring doctors informed about their referred patients’ consultations, treatment progress, discharge, and follow-up, with appropriate patient consent.
• Coordinate appointments and consultations for patients referred by doctors.
• Collect feedback from referring doctors regarding patient experience, communication, and hospital services.
• Identify new potential referring doctors and develop professional relationships with them.
• Maintain a database of referring doctors, visit records, follow-up actions, and referral-related feedback.
• Ensure timely communication with the treating doctor or hospital team whenever a referring doctor raises a concern.

B. Patient Relationship Management

• Act as the primary point of contact for patients and their families for non-clinical coordination.
• Contact patients after OPD consultations, investigations, and procedures as per the hospital’s follow-up protocol.
• Coordinate appointments, investigations, preoperative assessments, admission planning, surgery scheduling, and postoperative follow-ups.
• Follow up with patients advised to undergo surgery to help them understand the next administrative steps and arrange consultations with the treating doctor.
• Coordinate with the clinical team to address patient doubts and concerns; direct all medical questions to the treating doctor.
• Handle patient complaints professionally, document grievances, coordinate resolution, and escalate unresolved issues to the management.
• Ensure patients receive clear information about appointment timings, admission requirements, documents, and administrative procedures.
• Maintain a patient follow-up list so that important reviews and pending coordination tasks are not missed.
• Obtain patient feedback and identify opportunities to improve the patient experience.

C. Hospital Coordination

• Coordinate with the OPD reception, nursing staff, admission desk, billing department, and operation theatre scheduling team.
• Ensure smooth communication between patients, hospital staff, the treating doctor, and referring doctors.
• Track pending appointments, planned surgeries, missed follow-ups, and unresolved complaints.
• Maintain accurate and confidential patient interaction records.
• Prepare daily and weekly reports for the hospital management.

3. Key Performance Indicators (KPIs)

Performance will be assessed using measurable indicators such as:

• Completion of planned referring doctor visits.
• Number of active referring doctor relationships maintained and developed.
• Timeliness of communication with referring doctors, subject to patient consent.
• Percentage of scheduled patient follow-ups completed.
• Timely coordination of planned consultations, admissions, and surgeries.
• Patient feedback and complaint resolution turnaround time.
• Accuracy and completeness of patient and doctor interaction records.
• Quality of service coordination and professional conduct.

Referral numbers may be monitored as a business metric, but should not be the sole measure of performance.

4. Candidate Profile

• Graduate in any discipline; a degree in healthcare management, hospital administration, life sciences, or business is preferred.
• Experience in hospital patient relations, healthcare coordination, medical representative work, or doctor relationship management is desirable.
• Strong communication skills in Gujarati and Hindi; working English is preferred.
• Good interpersonal skills and confidence in interacting with doctors, patients, and their families.
• Ability to plan daily field visits and manage follow-ups systematically.
• Basic computer skills, including Excel, WhatsApp Business, and hospital software.
• Professional appearance, patience, empathy, accountability, and good organizational skills.
• Willingness to travel locally for regular doctor visits.

5. Personal Attributes

• Relationship-oriented and trustworthy.
• Proactive in following up without waiting for reminders.
• Calm and professional when handling complaints.
• Organized, punctual, and consistent with field visits.
• Discreet with confidential patient information.
• Able to coordinate across departments and close pending tasks.

6. Role Boundaries

• The position is non-clinical and does not involve diagnosing patients, recommending treatment, or making clinical promises.
• Medical questions must be referred to the treating doctor or authorized clinical team.
• Patient information must be shared only through authorized channels and with appropriate consent.
• Doctor engagement must remain ethical and professional, without referral commissions, inducements, or inappropriate incentives.

7. Expected Outcome

To deliver a coordinated and patient-friendly treatment experience, maintain trusted communication with referring doctors, improve continuity of care, and contribute to the hospital’s reputation and sustainable growth.