CRM Specialist Padra Medical Centre LLC

We are seeking a highly proficient and culturally aware CRM Specialist to implement and manage our customer relationship management system across our medical clinics in the GCC. The ideal candidate will blend technical expertise with a deep understanding of the regional healthcare landscape to enhance patient acquisition, retention, and care.

I. Mandatory Technical & Platform Expertise

• Platform Proficiency: Deep, hands-on experience with a major CRM platform.

HubSpot or Salesforce are highly preferred, with a strong understanding of its service and marketing modules.

• Certifications: Relevant platform certifications are required. For example:

o HubSpot: HubSpot CRM Implementation, Marketing Software, and Sales Software Certifications.

o Salesforce: Certified Administrator, Sales Cloud Consultant, or Health Cloud Accreditation.

• Core Technical Skills:

o Data Architecture & Management: Expertise in designing custom objects, fields, and page layouts specific to a clinical environment (e.g., Patient ID, Referral Doctor, Insurance Provider, Treatment Type, Appointment History).

o Automation & Workflows: Proven ability to build complex automation rules, approval processes, and email alerts for patient follow-ups, appointment reminders, and internal task assignments.

o Reporting & Analytics: Mastery in creating custom reports, dashboards, and funnel analytics to track KPIs like patient lead sources, conversion rates, practitioner performance, and clinic revenue.

o Integration Capability: Experience in integrating the CRM with key systems used in GCC clinics, such as:

§ Practice Management Software (e.g., Cerner, Epic)

§ Telemedicine Platforms § WhatsApp Business API (Critical in GCC)

§ Insurance Verification Systems

II. GCC Regional & Industry-Specific Expertise (Non-Negotiable)

• Understanding of GCC Healthcare Regulations: Knowledge of data privacy laws (like UAE's PDPL or Saudi's NDMO regulations) governing patient information (PII & PHI) is crucial.

• Multilingual & Localization Skills:

o Language: Proficiency in English and Arabic is a significant advantage. Ability to manage CRM content and communication in both languages.

o Cultural Nuance: Understanding of local communication styles, preferences, and sensitivities. For example, crafting campaigns that respect cultural and religious holidays (Ramadan, Eid).

• Mastery of Regional Communication Channels:

Must be an expert in leveraging WhatsApp for Business as a primary channel for patient engagement, appointment reminders, and support, fully integrated within the CRM.

• Patient Journey Mapping for GCC Demographics: Ability to design distinct patient journeys for: o Local Nationals: Often with specific insurance and cultural expectations.

o Expatriate Residents: With varying insurance plans and a need for clear communication.

o Medical Tourists: Requiring seamless coordination for travel, visas, and extended stay packages.

• Experience with High-Value, Service-Oriented Sectors: A background in industries like premium healthcare, hospitality, or luxury retail within the GCC is highly desirable.

III. Key Personal & Professional Qualities

• Strategic Advisor: Ability to act as a strategic partner to clinic management, not just a technical operator. Must translate business goals (e.g., "increase patient retention for chronic care") into CRM processes.

• Exceptional Communication & Diplomacy: Must communicate effectively with a diverse team of doctors, administrators, and front-desk staff, often in a high-pressure environment.

• Data-Driven & Analytical: A proactive approach to using data to identify trends, such as which marketing campaigns bring in the most valuable patients or which referral sources are most effective.

• Discretion & Professionalism: Unwavering integrity in handling confidential patient data.

• Project Management: Ability to manage CRM rollout or optimization projects across multiple clinic locations, accounting for local variations.