Senior Associate – Telecaller

Key responsibilities:

1. Handle enquires

• Handle inbound patient calls and service inquiries professionally and efficiently
• Make outbound calls to follow up on assigned leads, appointment confirmations, and service queries
• Accurately record and update call outcomes and status remarks in the CRM system on a daily basis
• Ensure all leads are tracked through the complete customer journey, from enquiry to consultation or admission

2. Communication

• Counsel callers regarding hospital services, doctors’ availability, consultation charges, and appointment slots
• Proactively follow up with leads to maximize appointment and admission conversions
• Maintain a positive and service-oriented tone in all communications to enhance patient experience
• Coordinate with departments like OPD, Diagnostics, and Billing for seamless scheduling and follow-ups

3. Documentation

• Prepare daily, weekly, and monthly reports on calls made, leads handled, conversions achieved, and pending follow-ups
• Share lead status reports with supervisors and suggest actionable steps for improving conversion ratios
• Maintain records of all telephonic interactions in accordance with organizational policies and data privacy norms

Desired qualifications and experience:

• Graduate in any discipline; preference for candidates with a background in Marketing,
• Communication, or Healthcare Administration
• Minimum 1 year of experience in tele-calling, tele-sales, or customer care
• Experience in a hospital or corporate healthcare setup will be an advantage
• Knowledge and working experience of CRM software or lead management tools is mandatory
• Strong command over English and Hindi; additional regional language proficiency will be an advantage
• Basic computer literacy with hands-on experience in MS Excel, Word, and reporting formats

Key competencies:

• Excellent communication and interpersonal skills
• Strong persuasion and follow-up ability
• Problem-solving and patient handling skills
• Attention to detail and disciplined documentation
• Positive attitude with ownership for outcomes
• Target-oriented mindset with ethical work conduct

Job Type: Full-time

Pay: ₹8,086.00 - ₹30,000.00 per month

Work Location: In person