Call Center Head

• The Lead Management Specialist will oversee and optimize lead generation, qualification, and conversion efforts within the call center
• This role is crucial in ensuring that prospective patients are accurately informed, guided, and nurtured throughout their inquiry process, helping to drive admissions and maximize utilization of services
• The Specialist will implement and improve strategies for lead follow-ups, maintain data integrity, and support the hospitals mission of providing compassionate care to women and children
• Lead Management & Nurturing: Handle all incoming inquiries, including calls, emails, social media inquiries, and online form submissions
• Guide prospective patients, families, and referrers with accurate and empathetic information on hospital services
• Follow structured call flows and protocols to ensure inquiries are well-informed and assisted, addressing any concerns and facilitating trust-building
• Lead Qualification & Segmentation: Qualify leads based on pre-set criteria, including patient requirements, urgency, and service suitability
• Segment leads for targeted follow-up strategies, ensuring priority for urgent or high-value leads
• Work with the CRM (Customer Relationship Management) system to maintain updated lead statuses
• Conversion & Follow-Up Strategies: Proactively follow up on unconverted inquiries to maximize lead conversion rates
• Develop and execute nurture campaigns for warm leads, including follow-up calls, emails, and SMS reminders
• Track conversions and develop insights on common barriers to conversion, reporting findings to management
• Data Management & Reporting: Ensure accurate data entry for all leads into the CRM system, tracking all relevant lead details
• Regularly update lead statuses, noting all communications and actions takenPrepare daily, weekly, and monthly reports on lead volume, conversion rates, and trends for management
• Collaboration & Process Improvement: Collaborate with the Marketing, Patient
• Relations, and Clinical teams to enhance the lead journeyIdentify gaps or delays in the lead management process and recommend
• improvements to streamline workflow
• Work closely with the Hospitals CRM team to automate, where feasible, and improve lead capture and follow-up efficiency
• Quality & Compliance: Ensure adherence to hospital policies, patient privacy, and confidentiality standards
• Conduct quality checks on communication scripts, training materials, and lead qualification guidelines
• Monitor adherence to service-level agreements (SLAs) and performance metrics, adjusting efforts to meet targets

Technical Skills:

• Proficiency in CRM software, MS Office Suite, and knowledge of patient management systems
• Communication Skills: Strong verbal and written communication skills in English and Telugu
• Must exhibit a compassionate, patient-centered communication styleAnalytical Ability: Strong data entry skills, with experience in using CRM systems to track, manage, and report on leads