Customer Relationship Management Lead

Location: Rajkot, Gujrat Experience: 3–7 Years Employment Type: Full-time Working Days: 6 days a week Compensation: Competitive salary + performance-based incentives About the role: We are looking for a CRM Lead to take ownership of the patient inquiry and relationship management function at Shashwat Hospitals. This is a hands-on, patient-facing role. You will be one of the first points of contact for people exploring fertility care with us — responding to inquiries, speaking with patients over calls, understanding their needs, addressing initial questions, coordinating consultations and ensuring timely follow-ups. The role requires someone who can combine strong communication and relationship-building skills with a high degree of ownership and execution. As the CRM function grows, you will also play a key role in building processes, monitoring performance and guiding the CRM team. Key Responsibilities:

• Own the day-to-day management of patient inquiries and ensure timely responses and follow-ups.
• Act as an important first point of contact for prospective patients, creating a warm, empathetic and professional experience.
• Handle inbound inquiries and proactively connect with patients through calls and other communication channels.
• Understand each patient's requirements and guide them towards the appropriate consultation or next step.
• Communicate relevant information about Shashwat Hospitals' services, consultations and patient journey in a clear and reassuring manner.
• Coordinate with doctors, clinical and operations teams to facilitate a smooth consultation experience.
• Maintain consistent follow-ups with prospective patients and ensure inquiries are effectively managed through each stage.
• Build trust and rapport with patients while maintaining a high standard of communication.
• Maintain accurate and updated patient inquiry records and follow-up information in the CRM.
• Track CRM metrics and identify opportunities to improve response time, follow-up quality and consultation conversions.
• Take ownership of daily CRM performance and ensure strong execution of established processes.
• Identify gaps in the patient communication journey and proactively suggest improvements.
• Work closely with internal teams to ensure a seamless experience from the first inquiry through consultation.
• As the team grows, mentor, guide and manage CRM executives, helping establish strong processes and performance standards. What we are looking for:
• 3–7 years of experience in CRM, patient relationship management, customer experience, healthcare coordination, inside sales or a similar client-facing role.
• Strong experience in handling calls, managing inquiries and maintaining consistent follow-ups.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build trust and rapport with patients.
• A naturally empathetic, patient and service-oriented approach.
• Strong ownership and the ability to independently manage responsibilities.
• Comfortable working with performance metrics and taking accountability for outcomes.
• Highly organised with strong attention to detail and follow-through.
• Prior experience in healthcare, hospitals, clinics, fertility or IVF will be preferred.
• Prior experience mentoring or managing a team will be an added advantage. What can you expect:
• Competitive fixed compensation with performance-based incentives.
• An opportunity to take ownership of a key patient-facing function.
• The opportunity to work closely with clinical and business teams in a growing fertility care organization.
• Scope to build and eventually lead a larger CRM team as Shashwat Hospitals continues to expand.
• The opportunity to contribute to a patient experience built around clarity, empathy, transparency and personalized care. Please note: This is a 6-day working week role based out of our Rajkot, Gujrat office.