Patient Relationship Manager (RM)

About the Role

Crystal Eye Hospital is seeking confident, empathetic, and result-oriented individuals to join its Patient Relationship Management team. The role involves guiding patients through their treatment journey, understanding their requirements, explaining available treatment options, coordinating with medical teams, and ensuring a smooth patient experience. Applications are welcome from experienced professionals and fresh management diploma holders.

Key Responsibilities

• Patient Counselling: Understand patient needs, concerns, preferences, and financial considerations to help them make informed treatment decisions.
• Treatment Planning: Explain doctor-recommended treatment options, surgical packages, and plans of care in simple language.
• Relationship Management: Build trust with patients and their families through clear communication and personalised assistance.
• Patient Follow-ups: Maintain regular communication with patients, address concerns, and assist with treatment and surgery bookings.
• Financial Counselling: Explain treatment estimates, payment options, and insurance-related processes.
• Interdepartmental Coordination: Work closely with doctors, optometrists, OT teams, billing, and other departments to ensure a seamless patient journey.
• CRM & Documentation: Maintain accurate records of counselling discussions, patient preferences, follow-ups, and treatment decisions.
• Performance Management: Work towards patient satisfaction, treatment conversion, and revenue targets while maintaining ethical counselling practices.

Requirements & Tech Stack

• Basic computer proficiency and willingness to learn CRM/EMR software.
• Willingness to work with different departments.
• Comfortable working towards defined performance targets.

Qualifications

For Experienced Candidates

• Graduate in any discipline from a recognised university.
• Relevant experience in sales, relationship management, customer service, hospitality, healthcare, or patient counselling.
• Prior experience in hospitals, healthcare services, or consultative sales will be an advantage.
• Strong communication, interpersonal, and negotiation skills.

For Entry-Level Candidates

• Fresh diploma holders in Management, Business Administration, Hospital Administration, Healthcare Management, Marketing, or related disciplines.
• Fresh graduates with relevant management or customer-facing training may also apply.
• Strong communication skills and a willingness to learn patient counselling and relationship management.
• Structured training will be provided.

Preferred Skills & Attributes

• Excellent verbal communication skills in English, Hindi, and/or Marathi.
• Empathetic, patient-centric approach.
• Confidence in interacting with patients and their families.
• Ability to understand patient budgets and explain suitable treatment packages.
• Good organisational skills and attention to detail.
• Ability to work in a fast-paced hospital environment.

What We Offer

• Opportunity to build a career in healthcare and patient relationship management.
• Structured training in ophthalmic services, patient counselling, and hospital processes.
• Practical exposure to patient coordination and hospital operations.
• Professional development and growth opportunities based on performance.