Website:
drmorepenhome.com
Job details:
CRM Manager
Location: Gurugram
Experience: 8-10 years
Function: CRM / Inside Sales / Patient Conversion
Industry: Healthcare
Employment: Full-time, in-person
Dr. Morepen Home is looking for a seasoned CRM Manager to lead our patient conversion, inside sales and care coordination team.
This team manages inbound and outbound patient conversations across doctor home visits, nursing services, IV therapy, vaccinations, family membership plans, follow-ups, repeat bookings and upselling.
The CRM Manager will be responsible for building a high-performing, patient-first calling operation that converts demand into bookings and revenue while maintaining a consistently high standard of communication and care.
What You Will Own
• Lead the CRM, inside sales and patient coordination team
• Own conversion across inbound and outbound leads
• Drive daily, weekly and monthly revenue targets across service lines
• Improve speed-to-lead, follow-up discipline and lead-to-booking conversion
• Build structured journeys for unconverted leads, repeat patients, lapsed customers and membership
prospects
• Drive relevant cross-sell and upsell across healthcare services
• Define scripts, call flows, SOPs, escalation protocols and quality standards
• Monitor call quality, lead ageing, productivity, conversion and revenue performance
• Coach team members on communication, objection handling, sales and patient coordination
• Build team-level and agent-level dashboards and performance reviews
• Recruit, train and scale the CRM team as volumes grow
• Work closely with Growth, Operations and Clinical teams to improve the end-to-end patient journey
• Ensure every patient interaction remains empathetic, accurate and professionally managed
What You Will Be Measured On
• Lead-to-booking conversion
• Revenue generated by the CRM team
• Speed-to-lead and response times
• Follow-up completion and lead ageing
• Repeat booking and reactivation
• Membership conversion
• Cross-sell and upsell revenue
• Agent productivity and conversion performance
• Call quality and patient experience
• Team retention, coaching and operational discipline
Who We Are Looking For
• 8-10 years of relevant experience in CRM, inside sales, contact centre operations, patient
coordination or healthcare sales
• Prior healthcare experience is required
• Strong experience managing both inbound and outbound calling operations
• Proven experience leading sizeable CRM, telesales or patient coordination teams
• Strong track record of managing revenue targets, conversion metrics and team productivity
• Experience handling high lead volumes and building structured follow-up processes
• Strong understanding of healthcare customer journeys and patient communication
• Proven ability to recruit, train, coach and scale teams
• Strong working knowledge of CRM systems, calling tools, dashboards and performance reporting
• Excellent verbal communication and strong service orientation
• Process-driven, data-oriented and comfortable managing operations through metrics
• High empathy, maturity and a patient-first mindset
What Success Looks Like
The CRM team should operate as a disciplined revenue and patient-care function.
Leads should be contacted quickly. Follow-ups should happen consistently. Conversations should be high quality. Patients should receive the right guidance. Agents should know exactly what they are accountable for. Revenue and conversion performance should improve month after month.
We are looking for someone who can build that operating rhythm and scale it.
Click on Apply to know more.