Coordinator - CRM

Job description / Role

The Coordinator - CRM is responsible for activities related to data analysis, data mining and business intelligence reporting to assist in projects across Sidra. The incumbent ensures that all CRM (Customer Relationship Management) system data, reports and analysis required by the relevant department adheres to the agreed delivery timeliness and quality standards guidelines. The Coordinator plans, directs, and manages the coordination of the Patient related experiences, and assists with the training and development activities in collaboration with directives from leadership.

KEY ROLE ACCOUNTABILITIES:
- Analyses and identifies CRM system related problems and coordinates with stakeholders / vendor support to resolve issues
- Coordinates with stakeholders to create reports and dashboards to track return on investment of various organization initiatives, including investments in development and communication activities
- Supports ad-hoc requests for data, reports and analysis
- Examines and modifies processes to improve overall customer satisfaction measures and customer experiences throughout the organization
- Performs customer satisfaction research to measure objectives, communicates expectations with employees, sets direction for customer service education, manages service recovery activities and informs the Patients Relations Department
- Continuously improves data quality and reduces duplications within the CRM database
- Assists the Lead - CRM to document all organization business rules associated with the CRM implementation and maintains documentation as use evolves
- Assists the Lead - CRM in the identification and implementation of workflow process improvements
- Conducts the data clean-up process for the business unit, including current clients and contacts from partner contact lists
- Ensures that the data quality within the business unit is maintained using data quality tools
- Ensures to the data quality standards for Sidra are kept among the best in industry standards
- Resolves data quality issues (e.g. potential duplicates, conflicting or missing data, merging records)
- Ensures that the new batch contact and account data uploaded into the Microsoft Dynamic CRM are following standard protocols and is tested and approved in a timely manner
- Adheres to Sidras standards as they appear in the Code of Conduct and Conflict of Interest policies

In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary.

Requirements

- Bachelor's Degree in Marketing/Business Administration/Hospital Management/Hospitality Management
- 3+ years of experience in managing CRM systems in a health care domain and advanced Microsoft dynamic skills
- Excellent analytical skills with strong knowledge of Microsoft Dynamic skills
- Excellent written and verbal communication skills
- Demonstrated knowledge and experience in patient and family-centered care (PFCC)
- Strong problem solving capabilities with ability
- Excellent attention to detail
- Results oriented
- Strong sense of pace and urgency
- Proficiency with Microsoft Office suite
- Fluency in written and spoken English

About the Company

Sidra Medical and Research Center will be an ultramodern, all-digital academic medical center which will set new standards in patient care for women and children in Qatar, the Gulf region and internationally.

It will encompass three essential missions:

World-Class Patient Care Medical Education Biomedical Research

Sidra will work closely with its academic partner Weill Cornell Medical College in Qatar (WCMC-Q) and Hamad Medical Corporation in regard to all three missions, raising the standard of health care throughout the country and providing valuable opportunities for research and learning. Sidra is part of a dynamic research and education environment in Qatar that includes leading international institutions, such as Georgetown University, as well as other newly established national research centers.