CRM Specialist

The CRM Specialist is responsible for managing and maintaining the Customer Relationship Management (CRM) system to ensure accurate data, efficient workflows, and effective communication with patients, clients, and internal teams. This role supports lead management, reporting, process improvement, and user training to maximize CRM utilization and business performance.Essential Duties and ResponsibilitiesCRM Management

• Maintain and update patient, and lead records in the CRM system.
• Ensure data accuracy, completeness, and consistency.
• Monitor and resolve duplicate records and data quality issues.
• Manage user access, permissions, and system settings as appropriate.

Lead and Pipeline Management

• Track leads through the intake process.
• Monitor pipeline activity and identify opportunities requiring follow-up.
• Ensure timely assignment and routing of leads.
• Assist teams in maintaining accurate status updates and documentation.

Process Improvement

• Identify workflow inefficiencies and recommend solutions.
• Maintain CRM standard operating procedures (SOPs).
• Assist with implementation of new CRM features and enhancements.
  

Compliance and Documentation

• Ensure CRM documentation complies with company policies and regulatory requirements.
• Maintain confidentiality of customer and patient information.
• Audit records regularly to ensure compliance and accuracy.

QualificationsEducation

• High school diploma required; Associate's or Bachelor's degree preferred.

Experience

• 2+ years of CRM, customer service, sales support, healthcare administration, or related experience.
• Experience with CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, VIP, or similar systems preferred.

Skills

• Strong organizational and time-management skills.
• Excellent attention to detail.
• Proficient in Microsoft Office Suite, especially Excel.
• Strong analytical and reporting abilities.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively.

Physical Requirements

• Prolonged periods of sitting and computer work.
  

Performance Metrics

• CRM data accuracy.
• Timely lead assignment and follow-up.
• Pipeline management compliance.
• Report accuracy and timeliness.
• User adoption and CRM utilization rates.