We are seeking a Techno-Functional Lead to drive the CRM, mobile application, and omni-channel technology initiatives for our healthcare single-specialty chain, which operates multiple specialties as distinct business entities. The ideal candidate will be hands-on, combining strong technical expertise with deep business acumen to align digital platforms with organizational goals. This role requires the ability to design, implement, and manage patient-centric digital solutions while enabling seamless collaboration across specialties, ensuring an integrated omni-channel experience.
Key Responsibilities
CRM Strategy & Execution :
- Own end-to-end CRM platform strategy, implementation, and optimization.
- Enable patient engagement, retention, and personalized care journeys across specialties.
- Define workflows, automations, and integrations with clinical and non-clinical systems.
Mobile Applications & Omni-Channel Platforms :
Lead the development and management of mobile apps for patients and clinicians.Ensure omni-channel integration (mobile, web, call center, in-clinic) to deliver a unified patient experience.Collaborate with specialty teams to tailor apps and platforms to unique business needs.Technical Leadership :
Translate business requirements into scalable technical solutions.Act as the bridge between business stakeholders, vendors, and technical teams.Ensure hands-on involvement in system architecture, APIs, and integrations with HIS / EMR, payments, and third-party services.Business & Functional Ownership :
Partner with business leaders to understand specialty-specific requirements.Deliver solutions that balance operational efficiency with superior patient experience.Create reporting frameworks and dashboards for leadership decision-making.Governance & Compliance :
Ensure adherence to data privacy and healthcare compliance (HIPAA-equivalent, Indian standards).Define governance for CRM data, patient information, and multi-specialty integrations.Qualifications & Experience :
8-12 years of experience in techno-functional roles within healthcare, retail, or service industries.Proven expertise in CRM platforms (Salesforce, MS Dynamics, Zoho, or equivalent).Strong experience in mobile application lifecycle management (Android, iOS).Exposure to omni-channel systems and integrations (chat, IVR, WhatsApp, patient portals, etc.).Hands-on technical background in APIs, databases, middleware, and integrations with HIS / EMR systems.Strong business acumen with ability to engage stakeholders across specialties and functions.Prior experience in healthcare technology or multi-entity businesses is a strong advantage.Key Competencies :
Hands-on technical problem solver with strategic thinking ability.Excellent stakeholder management and cross-functional collaboration.Strong understanding of patient journey mapping and healthcare service workflows.Analytical mindset with experience in dashboards, KPIs, and reporting.High ownership, adaptability, and execution focus.(ref : iimjobs.com)