Digital Query - Marketing

Key Responsibilities

1. Digital Query Management

• Monitor and respond to patient queries received through:
  • Website
  • WhatsApp
  • Social media platforms
  • Google Business Profile
  • Digital campaigns
  • Online enquiry forms
  • Chat/CRM platforms
• Ensure all queries are responded to within the defined TAT.
• Provide accurate information regarding doctors, specialties, services, OPD timings, packages, locations, and appointment processes.
• Escalate medical or clinical queries to the appropriate department/doctor instead of providing medical advice independently.

2. Lead Management

• Capture and maintain all digital leads in the CRM/system.
• Categorise enquiries based on specialty, doctor, service, location, and requirement.
• Coordinate with the concerned OPD/appointment team for appointment booking.
• Follow up on unanswered or pending leads.
• Maintain proper lead status and closure remarks.

3. Patient Communication

• Communicate with patients/attendants professionally through calls, WhatsApp, email, and other approved channels.
• Understand the patient's requirement and guide them to the appropriate hospital service.
• Share approved creatives, doctor profiles, service information, appointment details, and hospital information.
• Maintain a polite, empathetic and patient-friendly communication style.

4. Digital Campaign Support

• Coordinate with the Digital Marketing team on campaign-generated leads.
• Monitor query volume and response performance during campaigns.
• Identify frequently asked questions and patient concerns.
• Share feedback with the marketing team to improve campaign communication and landing pages.

5. Reporting & Analytics

• Prepare daily/weekly/monthly reports covering:
  • Total digital queries
  • Leads received
  • Leads contacted
  • Appointments generated
  • Pending queries
  • Unreachable leads
  • Lead source
  • Specialty-wise enquiries
  • Query-to-appointment conversion
• Identify recurring issues and provide insights to improve digital patient experience.