Key Responsibilities
- Patient Engagement: Connect with prospective patients via outbound calls and manage inbound inquiries regarding fertility and IVF treatment packages.
- Counseling & Education: Provide compassionate preliminary counseling, explaining treatment pathways, procedures, and next steps in explicit, comforting language.
- Appointment Scheduling: Guide leads through the conversion funnel and book clinic/online consultations with senior IVF doctors.
- Lead Management & CRM: Maintain accurate patient interaction notes, follow-up statuses, and records in the CRM database.
- Follow-up Management: Maintain warm follow-ups with interested or hesitant patients, offering emotional reassurance and necessary clinic information.
- Feedback & Support: Handle patient queries regarding appointments, location details, and doctor availability with patience and professionalism.
Requirements & Qualifications
- Experience:
2–3 years of proven experience as a Tele Counsellor, Patient Care Coordinator, or Telemarketing Executive (experience in Healthcare, IVF, Gynecological Clinics, or Hospitals is strongly preferred).
- Language Proficiency: Must be fluent in Gujarati and Hindi (spoken and written). Functional knowledge of English is an added advantage.
- Communication: Exceptional verbal communication, listening skills, and telephone etiquette.
- Empathy & Sensitivity: Ability to communicate with deep empathy and tact, given the personal and emotionally sensitive nature of IVF/fertility treatments.
- Tech Savvy: Working knowledge of CRM tools, basic MS Excel/Google Sheets, and smartphone messaging tools (WhatsApp Business).