Experience: 3–5 years in telecalling, preferably in a hospital/IVF/fertility setup
Job Summary
We are looking for an experienced and result-oriented Telecalling Head to lead and manage the telecalling team in an IVF hospital. The candidate will be responsible for handling patient enquiries, counselling coordination, lead follow-up, team performance, and conversion of enquiries into appointments and consultations.
Key Responsibilities
- Lead, supervise, and motivate the telecalling team.
- Manage incoming and outgoing calls related to IVF, fertility treatments, consultations, and hospital services.
- Ensure timely follow-up of all patient enquiries and leads.
- Monitor lead conversion, appointment bookings, follow-ups, and patient visit ratios.
- Allocate leads to telecallers and ensure proper follow-up.
- Track daily, weekly, and monthly team performance.
- Set targets and achieve telecalling and appointment conversion goals.
- Ensure accurate updating of patient/lead details in CRM or hospital software.
- Coordinate with doctors, counsellors, front office, and other departments for patient appointments.
- Handle escalated patient queries and complaints professionally.
- Train and coach telecallers on communication, patient handling,
and IVF-related service information.
- Prepare daily/weekly/monthly performance reports for management.
- Maintain patient confidentiality and follow hospital policies and SOPs.
- Identify opportunities to improve lead conversion and patient engagement.
Required Skills
- Excellent communication and interpersonal skills.
- Solid leadership and team-management skills.
- Good convincing and counselling abilities.
- Target-oriented and result-driven approach.
- Good knowledge of CRM/telecalling software.
- Ability to handle sensitive IVF/fertility-related patient enquiries professionally.
- Strong follow-up and negotiation skills.
- Basic knowledge of MS Office/Excel and reporting.
Preferred Qualifications
- Any Graduate / Postgraduate.
- Hospital/IVF/Fertility industry experience preferred.
- Previous experience as a Telecalling Team Leader/Head will be an advantage.
Key Performance Indicators (KPIs)
- Number of leads contacted.
- Follow-up completion rate.
- Appointment booking and conversion rate.
- Patient visit conversion.
- Lead-to-treatment conversion.
- Team productivity and target achievement.
- Quality of patient communication and follow-up.
Work Location: Thiruvananthapuram
Employment Type: Full time
Benefits:
- Flexible schedule
Work Location: In person
📌 Urgent hiring telecaller head (India)
🏢 Yana IVF & Fertility Centre
📍 India
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