CRM - Campaigns (Clinical & Patient Engagement)

Job description

Key Roles & Responsibilities 1. Clinical-Led Campaign Strategy • Design specialty-wise and condition-based CRM campaigns aligned to clinical pathways such as: • Preventive health checks • Chronic care management (Cardiac, Diabetic, Renal, Oncology followups) • Post-OP and discharge engagement • Medication adherence and follow-up consults • Translate clinical protocols and care pathways into automated CRM journeys. • Partner with doctors, nursing teams, and care coordinators to ensure medical relevance and accuracy of communication. 2. Omni-Channel Campaign Execution • Plan, execute, and optimize campaigns across SMS, WhatsApp, Email, RCS, Push Notifications, Voice/IVR. • Build integrated journeys based on patient behavior, clinical events, and transactional triggers (OP visit, IP discharge, lab results, missed follow-ups). • Ensure right message, right patient, right time. No spam. No guesswork. 3. Segmentation & Personalization • Create advanced patient segments using: • Clinical data (diagnosis, specialty, procedure, lab indicators where applicable) • Transactional data (appointments, admissions, bills) • Behavioral data (no-shows, drop-os, engagement patterns) • Enable hyper-personalized communication based on age, gender, disease condition, lifecycle stage, and risk category. 4. Retention, Continuum of Care & Value Creation • Drive repeat visits, follow-ups, and service frequency through structured retention programs. • Support Continuum of Care (CoC) initiatives by aligning CRM journeys with clinical and operational workflows. • Design re-engagement strategies for dormant and lapse patients with clinically relevant nudges. 5. Analytics, Dashboards & Performance Measurement • Build and manage real-time CRM dashboards covering: • Campaign reach, delivery, engagement, conversion • Appointment bookings, walk-ins, revenue attribution • Retention %, no-show reduction, cost per conversion • Conduct root-cause analysis for underperforming campaigns and recommend corrective actions. • Present actionable insights to business, clinical, and leadership stakeholders. 6. Data Governance & Compliance • Ensure accuracy, integrity, and security of patient and clinical data. • Adhere to healthcare data compliance norms (HIPAA-aligned practices, consent, opt-in/opt-out, DLT guidelines). • Oversee campaign data hygiene, deduplication, and validation processes. 7. Stakeholder & Vendor Management • Coordinate with internal teams: IT, HIS, Call Center, Marketing, Clinical Operations. • Work with external vendors on CRM platforms, communication channels, and integrations. • Participate in technology evaluations, implementation discussions, and UAT cycles. 8. Process Documentation & Enablement • Document CRM processes, clinical campaign playbooks, SOPs, and automations. • Develop training modules and enablement material for internal users. • Support CRM business operations with tracking, reporting, and contract coordination.