Role & responsibilities

- Recruit, build and manage the CRM, telecalling and patient relationship team based on business requirements.
- Participate in candidate screening, interviews and final selection of telecallers and CRM executives.
- Plan team strength according to lead volume, clinic expansion and conversion targets.
- Create a structured onboarding and induction program for all new team members.
- Train the team on clinic services, treatment categories, packages, pricing, doctor profiles and patient communication.
- Develop call scripts, WhatsApp templates, follow-up sequences and objection-handling guidelines.
- Conduct regular product, communication, sales and patient-experience training.
- Set individual and team targets for calls, appointments, show-ups, conversions and follow-ups.
- Allocate leads fairly and monitor daily productivity and CRM updates.
- Review call recordings and provide regular coaching and performance feedback.
- Identify skill gaps and prepare improvement plans for underperforming team members.
- Conduct daily huddles, weekly performance reviews and monthly team assessments.
- Build a disciplined, patient-focused and target-oriented team culture.
- Manage attendance, scheduling, leave planning and shift allocation for the team.
- Coordinate with HR on recruitment, confirmation, appraisal and disciplinary matters.
- Create incentive plans and recognition programs in coordination with management.
- Maintain backup staffing plans to avoid disruption during leave, attrition or increased lead volume.




- Ensure that every incoming enquiry is contacted promptly and properly recorded in the CRM.
- Manage enquiries received through phone calls, WhatsApp, website, Google, Meta campaigns, referrals and walk-ins.
- Improve enquiry-to-appointment, appointment-to-show-up and consultation-to-treatment conversion rates.
- Track missed calls, unattended leads, pending follow-ups, no-shows and lost opportunities.
- Coordinate closely with doctors, counsellors, reception, marketing and clinic operations teams.
- Prepare daily, weekly and monthly reports on leads, appointments, conversions, team productivity and revenue contribution.
- Maintain patient confidentiality and ensure skilled communication at every stage.
- Achieve monthly team targets for appointments, conversions, patient reactivation and follow-up completion.

Preferred candidate profile

- Any graduate; MBA, Hospital Administration or Healthcare Management qualification is preferred.
- 3-7 years of experience in CRM, telecalling, customer service, patient relationship management or call-centre operations.
- At least 5 years of team-handling experience is preferred.
- Experience in hospitals, clinics, diagnostics, dermatology, aesthetics, wellness or healthcare services will be an advantage.
- Strong communication skills in Telugu, English and Hindi.
- Good knowledge of CRM systems, Excel, WhatsApp communication and reporting.
- Ability to manage targets, people, processes and patient escalations.
- Patient-focused, disciplined, analytical and conversion-oriented.

Perks and benefits

📌 CRM & Telecalling Manager Healthcare (Hyderabad)
🏢 Vernon Healthcare & Genoryx longevity
📍 Hyderabad