Requirement:

• Minimum of 8 years experience in healthcare marketing, client acquisition, or customer service preferably in a hospital setting with a proven track record of driving patient volume growth, strong expertise in healthcare marketing, campaign execution, CRM, and data analysis tools, along with a deep understanding of customer experience strategies and technologies; candidates holding certifications like CCXP or with a medical background will have an added advantage.
• Develop and execute targeted marketing, educational programs, and touchpoint optimization initiatives to drive hospital growth, enhance patient satisfaction, and improve healthcare outcomes.
• Design and implement comprehensive CRM systems integrating loyalty, experience management, and digital engagement strategies to boost patient referrals, acquisition, and ROI.
• Collaborate with departments to identify operational challenges, develop effective solutions with clear timelines, and execute quick-win and long-term improvement plans to ensure sustained service quality and patient safety.
• Analyze patient feedback from various channels, including Patient Feedback and Business Feedback (PFBF), Google Reviews, Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Index (CSI), to identify opportunities, manage patient experience programs, and inform continuous service improvements.
• Oversee complaint resolution, monitor feedback metrics, and prepare detailed reports for hospital leadership and corporate teams, ensuring alignment on patient satisfaction and operational excellence.
• Excellent communication, interpersonal, and presentation skills, strong leadership and team management abilities, independent and collaborative work style, knowledge of healthcare regulations and compliance, and strong analytical and problem-solving skills.
• Proficient in English, both spoken and written.  A Bachelor's Degree in Marketing, Business Administration, or a related field is required; a Master’s Degree (e.g., MBA, MPH, or equivalent) is preferred.