Job Description – Patient Counsellor

Patient Counsellor

Department:-

Patient Counselling / Operations

Location:-

Tambaram, Chennai

Reporting To

Centre Head / Operations Head

Position Summary:-

The Patient Counsellor is responsible for guiding and supporting patients throughout their treatment journey. The role involves counselling patients and their families on treatment plans, procedures, financial estimates, and hospital services while ensuring an exceptional patient experience. The Patient Counsellor will work closely with doctors, nursing staff, and operations teams to improve patient satisfaction and treatment conversions.

Key Responsibilities:-

Patient Counselling:

- Counsel patients and their attendants regarding treatment plans, procedures, and hospital services.
- Explain treatment packages, estimated costs, payment options, and insurance processes (where applicable).
- Address patient concerns with empathy and professionalism.
- Build trust and maintain strong relationships with patients throughout their treatment journey.

Patient Coordination:

- Coordinate appointments, admissions, investigations, and follow-up consultations.
- Ensure seamless communication between doctors, nursing staff, and patients.
- Facilitate a smooth patient experience from registration to discharge.

Follow-up & Conversion:

- Conduct follow-up calls with prospective and existing patients.
- Convert enquiries into confirmed consultations and treatment bookings.
- Track pending cases and encourage patients to continue their treatment plan.

Patient Experience:

- Ensure a high level of patient satisfaction by delivering timely and personalized support.
- Resolve patient queries and escalate concerns to the appropriate department when required.
- Maintain confidentiality of patient information in accordance with hospital policies.

Documentation & Reporting:

- Maintain accurate counselling records and patient interactions.




- Update CRM/Hospital Information System (HIS) with patient details and follow-up status.
- Prepare daily and monthly reports on patient enquiries, conversions, and follow-ups.

Qualification:-

- Any Bachelor's Degree (Healthcare, Life Sciences, Psychology, Social Work, Business Administration, or related field preferred).

Experience:-

- 1–5 years of experience in Patient Counselling, Customer Relationship Management, Healthcare Counselling, Hospital Operations, or Patient Coordination.
- Experience in IVF, Fertility, Maternity, Women's Healthcare, or Multi-specialty Hospitals is preferred. Required Skills
- Excellent communication skills in Tamil and English (additional languages are an advantage).
- Strong counselling, interpersonal, and relationship management skills.
- Ability to handle patients with empathy, patience, and professionalism.
- Good negotiation and convincing skills.
- Proficiency in MS Office and Hospital Information Systems (HIS) or CRM.
- Ability to work under pressure and manage multiple patient cases simultaneously.

Key Performance Indicators (KPIs):-

- Patient enquiry-to-treatment conversion rate.
- Patient satisfaction and feedback scores.
- Follow-up completion rate.
- Timely coordination of appointments and admissions.
- Accuracy of patient documentation.
- Achievement of counselling and conversion targets.

Preferred Candidate Profile:-

- Positive attitude with a patient-first approach.
- Excellent listening and problem-solving abilities.
- Strong team player with effective coordination skills.
- Willingness to work flexible hours, including weekends if required.

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

- Cell phone reimbursement
- Versatile schedule
- Food provided
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Application Question(s):

- Are you an Immediate Joiner ?
- Do you Have Relevant Experience ?
- How many years of experience ?

Work Location: In person

📌 Patient Counselor (India)
🏢 A4 Fertility and Maternity Centre
📍 India