The Telecalling Head will be responsible for leading and managing the telecalling team, ensuring effective patient communication, appointment generation, follow-ups, lead conversion, and achievement of departmental targets. The role requires strong leadership, communication, counselling, and team-management skills, preferably with experience in a hospital or IVF/healthcare setting.

Key Responsibilities

- Lead, supervise, and motivate the telecalling team to achieve daily and monthly targets.

- Manage incoming and outgoing calls related to patient enquiries, appointments, IVF treatments, and follow-ups.

- Ensure timely follow-up of leads and prospective patients.

- Monitor lead conversion, appointment booking, patient visits, and treatment conversions.

- Allocate leads among telecallers and track their performance.

- Conduct regular team meetings, training, and performance reviews.

- Ensure telecallers follow approved communication and counselling standards.

- Handle escalated patient queries and support the team in difficult conversations.

- Coordinate with doctors, front office, counselling, marketing, and other departments for smooth patient conversion and follow-up.

- Prepare and maintain daily, weekly, and monthly telecalling reports.

- Analyse team performance and identify areas for improvement.





- Ensure proper documentation and updating of patient/lead information in the hospital CRM or records.

- Follow up with patients who have missed appointments or consultations.

- Maintain patient confidentiality and professional communication at all times.

- Implement strategies to improve lead conversion and patient engagement.

Requirements

- Qualification: Any graduate; relevant healthcare/management qualification preferred.

- Experience: Minimum 3–5 years of telecalling/team-handling experience.

- Hospital/Healthcare experience is preferred.

- IVF/Fertility industry experience will be an added advantage.

- Proven experience in managing and achieving telecalling targets.

- Excellent communication and interpersonal skills.

- Strong leadership and team-management abilities.

- Good counselling and convincing skills.

- Proficiency in MS Office and CRM software.

- Ability to work under targets and in a fast-paced hospital environment.

Key Performance Indicators (KPIs)

- Lead-to-appointment conversion

- Appointment-to-visit conversion

- Patient follow-up rate

- Treatment/consultation conversion

- Team productivity and target achievement

- Call quality and patient satisfaction

- Lead response time

- Accuracy of reports and CRM updates

Advantages:

- Flexible schedule

Work Location: In person

📌 Tellecalling head (India)
🏢 Yana IVF & Fertility Centre
📍 India