Senior Customer Care Coordinator

Customer Relationship Manager (CRM) – Hospital📌

Job Title:Customer Relationship Manager📌 Department: Patient Services / Front Office / Administration

🎯 Main Objective:The main role of a Customer Relationship Manager in a hospital is to ensure patient satisfaction, handle complaints, and maintain a positive relationship between patients and the hospital

.📝 Key Responsibilities:1️⃣ Patient InteractionWelcome patients and visitors.Guide them about hospital services and procedures.Provide information about doctors, departments, and appointments.

2️⃣ Handling ComplaintsListen carefully to patient concerns.Resolve complaints quickly and politely.Coordinate with doctors and staff to solve issues.

3️⃣ Appointment & Admission SupportAssist in booking appointments.Help patients with admission and discharge processes.Ensure smooth communication between departments.

4️⃣ Feedback ManagementCollect patient feedback forms.Analyze feedback to improve hospital services.Report issues to hospital management.

5️⃣ Communication & CoordinationMaintain communication between patients and hospital staff.Inform patients about policies, charges, and facilities.Ensure proper follow-up with patients.

6️⃣ Emergency SupportHelp manage patient flow during busy hours.Provide calm and clear communication in stressful situations.

💼 Required Skills:Excellent communication skillsPolite and patient attitudeProblem-solving abilityBasic computer knowledgeGood listening skillsEmotional intelligenceAbility to work under pressure

🎓 Educational Qualification:Graduate in any stream (preferably in Business Administration or Healthcare Management)Training in customer service is an added advantage.

⏰ Working Conditions:May work in shifts.Works in hospital environment.Must handle stressful situations calmly.

🌟 Importance of the Role:A Customer Relationship Manager plays a very important role in:Building trust between patients and hospitalImproving hospital reputationIncreasing patient satisfactionEnsuring smooth hospital operations.