IVR Call Executive and Lead Conversion Specialist

Job Title: IVR Call Executive and Lead Conversion Specialist

Location: Medifirst Hospital, Bariatu, Ranchi

Department: Patient Communication / Marketing

Reports to: Operations Manager / Marketing Head

Employment Type: Full-Time

---

Job Summary

Medifirst Hospital is looking for a proactive and customer-focused individual to handle inbound and outbound patient calls through our IVR system and convert leads into confirmed appointments. The ideal candidate should have a friendly voice, good communication skills, and a sharp focus on patient service and conversion efficiency.

---

Key Responsibilities

IVR Call Executive Duties

Handle incoming patient calls routed through the IVR system.

Guide callers through menu options and provide necessary information.

Redirect calls to the appropriate departments as needed.

Monitor daily call logs, ensuring minimal missed or dropped calls.

Record and escalate unresolved queries for follow-up.

Assist in updating voice prompts and IVR menus when needed.

Lead Conversion Specialist Duties

Respond to patient inquiries received via call, SMS, website, and social media.

Follow up with leads to confirm appointments and registrations.

Maintain accurate and updated lead records in the CRM system.

Coordinate with front-desk and doctor teams to track appointment slots and schedules.

Share daily/weekly reports of call volumes and conversion success rates.

Provide feedback to the marketing team on lead quality and trends.

---

Requirements

Bachelor’s degree or equivalent in any stream.

1–3 years of experience in call handling, customer service, or lead management (Healthcare experience is a plus).

Strong verbal communication in Hindi, English, and preferably local languages.

Familiarity with IVR/call center systems and CRM tools.

Basic computer skills (MS Excel, data entry).

Positive attitude and ability to work in a team-based environment.

Good listening skills and patient-first mindset.

---

Benefits

Salary as per industry standards

Performance-based incentives

Medical benefits and training support

Opportunity to grow in a reputed healthcare environment