Job Title

Role Purpose: We are looking for a dynamic, data-driven CRM Leader to own and drive patient journeys and engagement processes across multiple hospitals and specialties. This role will lead the configuration, optimization, and governance of the CRM solution (LeadSquared) and its integration with the Contact Centre solution (Ozonetel) and Hospital Information System (HIS) platforms. The ideal candidate will have hands-on experience with multi-stage customer journeys, contact centre operations, and real-time system integrations to ensure high conversion, retention, service excellence, and patient satisfaction. Key Responsibilities: CRM Strategy & Configuration Own the overall CRM configuration and design using LeadSquared for capturing, routing, nurturing, and converting patient leads across all channels (Digital, Inbound Calls, Outbound Calls, Walk-ins), categories (Enquiries, ER, International, High-Value) and business lines (OP, Diagnostics, Pharmacy, IP, etc.) Define/Document specialty-wise lead scoring, routing rules, SLA frameworks, and escalation pathways Design, test, and deploy campaigns, automation workflows, and triggers tailored to each specialty and patient type (new vs. returning) Bring information used by Call Center agents from external sources (Excel sheets, Website, etc.) into the CRM Lead Management & Contact Centre Integration Manage and optimize the end-to-end patient journey from lead acquisition to consultation, and all post-consultation workflows, including medicine prescription flow, lab/diagnostics flow, radiology flow, IP admission, and follow-ups Define and maintain specialty-wise flows, accounting for treatment types, urgency levels, consultation preferences (tele/in-person) and condition-specific nuances Work closely with the Contact Center Solution team to ensure: Call routing and IVR flows align with CRM journeys Dispositions sync automatically with CRM statuses Missed calls trigger re-engagement workflows Establish SLA monitoring dashboards for inbound and outbound call performance in alignment with lead and patient engagement workflows Measurable Patient Engagement, Retention & LTV Data Integration with HIS and Other Systems Define and manage real-time data exchange between CRM and HIS, including: Fetching live doctor schedules, appointment statuses, prescription outcomes, diagnostics prescribed, admission statuses, etc.Triggering CRM journeys based on HIS events (e.g., consultation completed, prescription added, test advised) Determine what data is stored in CRM vs. fetched from HIS, ensuring consistency, security, and real-time availability. Coordinate with HIS and IT teams to define API requirements, ensure uptime, and resolve sync issues. Campaigns & Automation Build lifecycle campaigns in LeadSquared tailored to patient status (lead, booked, post-consult, admitted, discharged, lost) and specialty. Automate communication across multiple channels (SMS, Email, WhatsApp, Voice) based on patient engagement behaviour, medical events, and preferences. Run reactivation and retention campaigns for lost or dormant patients with specialty-specific messaging. KPIs and Reports Own, track and report on key metrics such as (this is a representative list): Lead-to-Consult conversion rate Consult-to-Diagnostics conversion rate Consult-to-IP conversion rate TAT from lead capture to various milestones in the patient journey Campaign and agent performance Patient drop-offs and re-engagement success Conversions and Revenue by various attributes (Lead type, Channel, Sales Agent, Speciality, Campaign, etc.) Project ManagementOwn the project management roadmap and execution, including stakeholder collaboration, change management, adoption and outcomesLiaise with marketing, digital, operations, clinical, and IT teams to align CRM flows with business priorities. Enable and train call centre agents, counsellors, and field teams on CRM SOPs and processes. Act as the primary business Leader for CRM across specialties, locations, and patient types. Key Requirements 8 to 12 years in CRM process definition, implementation and management, preferably in healthcare or high-touch service industries.Proven experience with LeadSquared or similar CRM tools, and knowledge of healthcare workflows preferred. Strong understanding of contact centre systems like Ozonetel / Exotel / Genesys including IVR, agent routing and call dispositioning. Experience working with HIS/EMR integrations and healthcare data flows. Ability to break down complex patient journeys into data-driven, automatable CRM workflows. Excellent project management and cross-functional collaboration skills. Highly data-oriented, with strong analytical and problem-solving mindset.