CRM Executive

Customer Relationship Manager (CRM) – Job Description

Job Title: Customer Relationship Manager (CRM)

Department: Operations / Customer Service

Location: Ayushman Ayurveda

Reports To: Branch Manager / Operations Manager

Job SummaryThe Customer Relationship Manager (CRM) is responsible for maintaining strong relationships with patients, ensuring customer satisfaction, handling follow-ups, managing appointments, addressing patient concerns, and supporting patient retention and business growth. The CRM acts as a bridge between patients and the clinic to ensure a smooth and positive customer experience.

• Key ResponsibilitiesCustomer Relationship ManagementBuild and maintain positive relationships with patients.
• Handle patient queries, concerns, and feedback professionally.
• Ensure high levels of patient satisfaction and service quality.
• Resolve customer complaints and escalate issues when required.
• Patient Follow-UpConduct consultation and treatment follow-up calls.
• Track patient progress and collect feedback.
• Ensure timely communication regarding appointments and treatments.
• Maintain records of follow-up activities and outcomes.
• Appointment & CoordinationCoordinate appointments between doctors, therapists, and patients.
• Send appointment reminders and confirmations.
• Manage patient schedules and ensure smooth clinic operations.
• Retention & Membership ManagementFollow up with inactive and missed-appointment patients.
• Promote membership packages and wellness programs.
• Maintain and update membership customer records.
• Support customer retention and loyalty initiatives.
• Data Management & ReportingMaintain accurate customer records in CRM software.
• Prepare daily, weekly, and monthly reports.
• Monitor lead conversions and patient retention metrics.
• Update management on customer feedback and service issues.
• Sales & Lead Conversion SupportFollow up on inquiries and leads generated through various channels.
• Assist in converting inquiries into consultations and treatments.
• Coordinate with marketing and branch teams to improve lead conversion.
• QualificationsBachelor's Degree in any discipline.
• 1–3 years of experience in CRM, customer service, tele-calling, healthcare, wellness, or hospitality sectors.
• Freshers with excellent communication skills may also apply.
• Required SkillsExcellent communication and interpersonal skills.
• Customer service and relationship management.
• Follow-up and coordination skills.
• Basic computer knowledge and MS Office proficiency.
• CRM software knowledge is an added advantage.
• Problem-solving and conflict-resolution skills.
• Ability to work under pressure and meet targets.
• Key Performance Indicators (KPIs)Patient follow-up completion rate.
• Customer satisfaction score.
• Appointment confirmation rate.
• Lead conversion rate.
• Patient retention and membership renewal rate.
• Resolution time for customer complaints.

SalaryAs per company standards and experience.

Preferred Industry: Ayurveda Clinics, Healthcare, Wellness Centers, Hospitals, or Customer Service Organizations.