Job
Description
About Us: At Nivora Eye Institute (Navjyoti Eye Hospital), we are committed to providing advanced, compassionate, and accessible eye care. As an established eye care centre, we are known for excellence in clinical outcomes, patient-centric service, and a welcoming environment. We are now expanding our team to include a Tele-Calling Executive (Patient Coordination & Sales) , who will play a crucial role in both attracting new patients and delivering delightful on call support experience. Overview: This is a dual-function role that combines telephonic sales outreach with customer support and appointment coordination . You will be the voice of Nivora Eye Institute, guiding potential patients to book consultations and ensuring that every interaction—before and after their visit—is handled with professionalism, warmth, and clarity. Key Responsibilities: Sales & Lead Conversion Monitor and manage incoming leads from multiple sources including website, WhatsApp, campaigns, referrals, and third-party platforms. Proactively reach out to leads via call, WhatsApp, and email in a timely and professional manner. Engage leads using the Nivora Sales Script : - Understand the patient’s eye health concerns empathetically. - Build rapport and trust through informative and compassionate dialogue. - Recommend suitable services and guide them to book a consultation. Schedule appointments directly and provide follow-through to ensure conversion. Update lead status, comments, and actions taken in the CRM system in real time. Follow up regularly with leads who have not yet booked or need further information. Customer Support & Appointment Handling Attend all incoming calls via IVR and landline, introducing yourself and representing Nivora professionally. Provide callers with accurate and reassuring information about services, doctors, procedures, and facilities. Respond promptly and politely to patient queries received via WhatsApp . Schedule appointments via the dashboard based on patient needs and doctor availability. Send confirmation messages and location details once an appointment is scheduled. Transfer unresolved or high-priority queries to the appropriate senior team member promptly. Coordination & Patient Experience Support Coordinate internal call-backs with doctors, counsellors, or other departments as per Nivora’s protocol. Check and confirm appointments created via the website and ensure timely confirmation calls. Make reminder calls at least 2 hours before scheduled appointments and share WhatsAppreminders. Reschedule or cancel appointments based on patient availability and fill vacant slots strategically. Coordinate closely with the front desk team to: - Assist vulnerable or emergency patients and those with special needs (e.g., wheelchair access). - Ensure real-time updates on walk-ins, patient wait times, and crowd management. - Avoid excessive wait times and maintain smooth patient flow. Collect post-visit feedback over phone calls to improve service delivery. Candidate Requirements: Experience: Minimum 2 years of relevant experience in tele-calling , BPO , healthcare coordination , or inside sales . Experience in customer-facing roles or healthcare industry preferred. Skills & Competencies: Excellent verbal and written communication skills in English and Hindi . Warm, clear, and confident telephone manner; ability to speak with empathy and energy. Strong understanding of sales communication principles and ability to follow scripts naturally. Familiarity with appointment scheduling tools , CRM software , or lead tracking systems. Ability to multi-task , stay organized, and maintain real-time records accurately. Comfort with using WhatsApp Web, Gmail, and basic computer applications . Quick decision-making and ability to escalate unresolved cases effectively. Patient-first mindset, problem-solving attitude, and adaptability in a fast-paced clinicalenvironment. Additional Information: Job Timing: 8:30 AM – 5:30 PM (One Weekly Off) Location: Nivora Eye Institute, Nehru Colony, Haridwar Road, Dehradun Job Type: Full-time Pay: ₹15,000.00 - ₹20,000.00 per month Benefits: Leave encashment Paid sick time Paid time off Schedule: Fixed shift Supplemental Pay: Performance bonus Quarterly bonus Experience: tele-calling, BPO or healthcare coordination: 2 years (Required) Language: English (Required) Location: Dehradun, Uttarakhand (Required) Work Location: In person Application Deadline: 18/06/2025 Expected Start Date: 23/06/2025
