Patient Engagement & CRM Lead

We are seeking a highly accountable, detail-oriented, and operationally driven leader to head our Patient Engagement Operations. This role will oversee our call center team and CRM systems at the heart of a cutting-edge metabolic health clinic. You will manage a team of 5 10 specialists responsible for handling all inbound inquiries from paid marketing campaigns, advertisements, and existing patients seeking support with scheduling, program information, and more. You will also be a strategic partner in growth initiatives contributing to corporate screening programs and enabling scalable automation and backend support from a CRM and IT operations perspective. This is a non-patient-facing role that demands operational excellence, data-driven decision-making, and the ability to work cross-functionally with marketing, tech, and clinical teams. Key Responsibilities: 1. Call Center Management Lead, train, and manage a team of 5 10 inbound call specialists. Ensure service levels, response times, and customer satisfaction metrics are consistently met. Develop and optimize scripts, workflows, and performance KPIs. Monitor daily operations and implement continuous improvements in call handling and team efficiency. 2. CRM & Tech Operations Oversight Own and maintain the CRM syst em used to track leads, patients, and engagement workflows. Implement automation workflows to support marketing, lead qualification, and follow-ups. Collaborate with tech and product teams to streamline backend operations and CRM integrations. Ensure all customer interactions are logged, tracked, and actionable across departments. Manage inbound lead flow from digital ads, paid marketing, and content campaigns. Develop lead triaging and prioritization processes to maximize conversion. Ensure timely and accurate information delivery to prospective and existing patients. Work closely with the marketing team to align communication scripts and track campaign effectiveness. 4. Support for Growth & Corporate Initiatives Contribute operational expertise to support corporate health screening programs. Work cross-functionally to execute high-volume campaigns or corporate outreach events. Assist leadership with the rollout of tech-enabled initiatives to scale clinic growth. Understands, follows and supports all hospital infection control programs Desired Candidate Profile 5+ years of experience in operations, call center management, or CRM systems, preferably in healthcare or a fast-paced consumer services environment. Proven track record managing and scaling high-performance customer service or lead-handling teams. Strong experience with CRM platforms (e.g., Salesforce, Hub Spot, Zoho, etc.), including setup, optimization, and automation workflows. Technically literate and comfortable collaborating on backend tools, integrations, and analytics. Exceptional organizational skills, accountability, and attention to detail. Strong communication and interpersonal skills; ability to lead a team while collaborating across departments. Experience working in or with digital health, telemedicine, or a health-tech environment is a strong plus. Preferred Attributes: Experience in managing both inbound call centers and marketing-driven lead generation funnels. Familiarity with HIPAA compliance and healthcare-specific data security practices. Comfortable operating in a scale-up or growth-stage business with evolving processes. Operational mindset with a bias for structured processes, KPIs, and continuous improvement. Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at #J-18808-Ljbffr