Customer Service Executive (Healthcare IVF)

CRM Executive – Patient Experience

Company: Luma Fertility
Location: Andheri, Mumbai
Employment Type: Full-time
Working Days: 6 days a week
Experience: 1–4 years

About Luma Fertility

Luma Fertility is a next-generation fertility company focused on building a more patient-centric and technology-enabled experience in fertility care.

Founded by Neha Motwani, a second-time entrepreneur and founder of Fitternity, Luma is building a differentiated fertility-care brand in India with a strong focus on patient experience, technology, and operational excellence.

About the Role

We are looking for a CRM Executive to be an important part of the patient experience journey at Luma Fertility.

This role involves speaking with prospective and existing patients, understanding their requirements, helping them navigate their next steps, and ensuring consistent and thoughtful communication throughout their journey with Luma.

The ideal candidate should be empathetic, confident, organised, and comfortable speaking with patients over the phone and WhatsApp.

This is not a traditional hard-sales role. We are looking for someone who can build trust with patients while also ensuring timely follow-ups and conversions.

Key ResponsibilitiesPatient Communication & Engagement

• Handle inbound patient enquiries through calls, WhatsApp, and other communication channels.
• Make proactive calls to prospective patients and understand their requirements.
• Explain the consultation process and help patients understand the next steps.
• Build a warm and trustworthy relationship with prospective and existing patients.
• Follow up with patients who have shown interest and ensure timely communication.
• Coordinate and schedule patient consultations and appointments.
• Address basic patient queries and coordinate with the relevant clinical team when required.
• Ensure patients receive a smooth and personalised experience from enquiry through consultation.

CRM & Follow-ups

• Maintain accurate and updated patient information in the CRM.
• Track leads, enquiries, consultations, follow-ups, and patient status.
• Ensure no genuine enquiry is missed or left without follow-up.
• Maintain a structured follow-up pipeline and work towards improving patient conversions.
• Coordinate with the clinical and operations teams to ensure timely resolution of patient requirements.
• Record relevant conversations and updates accurately in the CRM.

Patient Experience

• Understand that fertility can be a sensitive and emotional journey for patients.
• Communicate with patience, empathy, and professionalism.
• Ensure every interaction reflects Luma's patient-first approach.
• Identify opportunities to improve the patient experience and share feedback with the team.

What We're Looking For

• 1–4 years of experience in CRM, patient coordination, customer experience, inside sales, healthcare, hospitality, or a similar role.
• Experience in fertility, IVF, healthcare, hospitals, clinics, or other patient-facing environments is preferred.
• Excellent verbal and written communication skills.
• Comfortable speaking with patients over the phone and WhatsApp.
• Strong follow-up and relationship-management skills.
• Empathetic and patient approach when dealing with sensitive conversations.
• Good organisational skills and attention to detail.
• Comfortable working with CRM systems, Google Workspace, or similar tools.
• Ability to manage multiple conversations and follow-ups simultaneously.
• Target-oriented while maintaining a strong focus on patient experience.

Key Skills

CRM | Patient Relationship Management | Customer Experience | Telecalling | Follow-ups | Lead Management | Appointment Scheduling | Patient Coordination | Communication | Healthcare CRM

What You'll Get at Luma

• Opportunity to work with a growing, next-generation fertility company.
• Exposure to healthcare, technology, and patient experience.
• Work closely with clinical and business teams.
• Opportunity to take ownership of the patient journey and contribute directly to improving the patient experience.
• Fast-paced environment with significant learning and growth opportunities.
• Be part of a team building a differentiated fertility-care experience in India.

Work Location & Schedule

Location: Bandra, Mumbai

Working Days: 6 days a week

This is a full-time, on-site role at our Bandra clinic. The role requires flexibility to work as per clinic and patient schedules.

Who Will Thrive in This Role?

You will do well in this role if you are someone who:

• Genuinely enjoys speaking with and helping people.
• Can handle sensitive conversations with empathy and maturity.
• Is persistent with follow-ups without being pushy.
• Takes ownership of every enquiry assigned to you.
• Is comfortable working in a fast-moving environment.
• Understands that excellent patient experience is just as important as achieving business outcomes.

If you are passionate about customer experience, enjoy building relationships, and want to be part of a company transforming fertility care in India, we'd love to hear from you.

Apply now to join Luma Fertility as a CRM Executive.

Work Location: In person

Work Location: In person