Salary Range: $57.98 - $89.17 /hour. Actual compensation may vary based on geographic location, work experience, skill level, and education.
The Senior CRM Manager will play a critical role in managing and optimizing our customer relationship management system to enhance patient satisfaction, engagement, and retention. You will be responsible for implementing and maintaining CRM strategies, processes, and technologies to support our patient-centric approach. The ideal candidate will have a strong understanding of CRM principles, excellent analytical skills, and deep knowledge of working with CRM platforms.

• Develop and implement CRM strategies and initiatives that align with our healthcare institution's goals and objectives.
• Manage and optimize our CRM system to ensure accurate and up-to-date patient data, preferences, and interactions.
• Collaborate with cross-functional teams, such as marketing, patient services, and IT, to ensure seamless integration and utilization of the CRM system.
• Implement and maintain CRM processes and workflows to streamline patient communication and engagement throughout their healthcare journey.
• Segment patient data based on demographics, analytics, and needs of the patient to deliver personalized communications
• Create and execute patient communication campaigns, including appointment reminders, health education materials, and satisfaction surveys, through the CRM system.
• Monitor and analyze patient engagement and satisfaction metrics, such as patient feedback, appointment attendance, and patient outcomes, and make data-driven recommendations for improvement.
• Collaborate with the IT team to ensure the security, privacy, and compliance of patient data within the CRM system, adhering to relevant regulations and standards, such as HIPAA.
• Provide training and support to staff members on CRM system usage, ensuring proper utilization and adoption of CRM tools and features.
• Stay informed about industry trends and best practices in healthcare CRM and apply this knowledge to enhance CRM strategies and processes.
• Collaborate with the marketing team to align CRM strategies with marketing initiatives, such as patient acquisition and retention campaigns.
• Continuously evaluate and optimize CRM system performance and functionality, identifying opportunities for system enhancements and integrations.
• Maintain strong relationships with patients, addressing their needs and concerns promptly and professionally through the CRM system.
• Collaborate with patient services teams to streamline patient communication and ensure a positive patient experience.
• Provide regular reports and updates on CRM performance, including key metrics and insights, to internal stakeholders and senior management.
• Stay informed about our healthcare services, programs, and industry developments to effectively communicate their value proposition to patients through the CRM system.
• Participate in industry events, conferences, and networking opportunities to stay connected with healthcare CRM trends and best practices.
• Performs other duties as assigned.

Education And ExperienceRequired:

• Bachelor’s degree in marketing, Business, customer service design or related field.
• Minimum of 7 years of experience in marketing, with a focus on managing CRM strategies & systems
• Experience with Salesforce & Marketing Cloud a plus
• Strong leadership, and communication skills.
• Strong analytical skills and the ability to interpret data and metrics to drive CRM strategies and optimize patient engagement and satisfaction

Preferred

• Proficiency in using CRM systems and tools, such as Salesforce, Microsoft Dynamics, or HubSpot.
• Knowledge of healthcare regulations and standards, such as HIPAA, and their implications for CRM data management and privacy.

RequiredSkills or Other Qualifications

• Ability to adapt to a fast-paced and dynamic healthcare environment and stay up-to-date with evolving CRM trends and best practices
• Excellent customer services skills and attitude
• Organizational and time management skills
• Superior verbal and written communication skills
• Independent self-starter: must be able to set assignment priorities, work independently within established guidelines, and maintain confidentiality.

Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives.