About the Role

We are looking for a smart, confident, well-spoken and customer-focused Healthcare Executive who can take ownership of the complete patient journey — from the first digital enquiry to OPD appointment and follow-up.

This is not a conventional receptionist role.

The ideal candidate will be responsible for responding to digital leads, understanding patient requirements, coordinating with doctors, counselling patients appropriately, converting genuine enquiries into OPD appointments, and ensuring a smooth premium patient experience.

The candidate should have a strong understanding of healthcare operations, excellent communication skills and the ability to handle patients and their families with professionalism, empathy and confidence.

Key Responsibilities

- Handle digital healthcare leads, inbound enquiries and provided databases through calls and WhatsApp.
- Convert qualified enquiries into confirmed OPD appointments through effective communication, follow-up and patient counselling.
- Conduct outbound and cold calls to prospective patients using leads provided by the organisation.
- Understand the patient's requirement and appropriately guide them regarding the relevant specialty, doctor consultation and appointment process.
- Coordinate closely with doctors, consultants, front-office and clinical teams to ensure smooth patient scheduling and experience.
- Manage appointments, confirmations, rescheduling, follow-ups and no-show recovery.
- Build trust with patients without making inappropriate medical claims or giving clinical advice beyond the organisation's approved information.
- Handle premium patients,



corporate patients and patient attendants with a high level of courtesy, confidentiality and professionalism.
- Assist patients with queries related to health insurance, cashless treatment, TPAs, pre-authorisation, reimbursement and required documentation.
- Manage front-office activities including patient registration, appointment coordination, billing coordination and patient communication.
- Maintain accurate lead, appointment and follow-up records in CRM / Excel / hospital management systems.
- Track lead status and ensure no enquiry is left unattended or without follow-up.
- Coordinate with the marketing team to provide feedback on lead quality and conversion challenges.
- Meet agreed OPD conversion, calling, follow-up and patient experience KPIs.

What We Are Looking For

- Graduate with 3–6 years of experience in a hospital, clinic, healthcare centre, diagnostic centre or medical services organisation.
- Prior experience in patient coordination, front office, healthcare sales, patient counselling, hospital reception or business development will be preferred.
- Solid understanding of the healthcare patient journey.
- Good knowledge of medical insurance, TPAs, cashless processes and reimbursement procedures.




- Excellent spoken and written English; Hindi communication is also preferred.
- Pleasant personality with excellent communication, interpersonal and relationship-management skills.
- Confident in speaking with patients from different backgrounds, including premium and high-value patients.
- Comfortable making outbound calls and cold calls.
- Strong follow-up discipline and ability to handle objections professionally.
- Good computer skills, including MS Excel, WhatsApp and CRM / HMS software.
- Ability to multitask and work in a fast-paced healthcare environment.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

- Lead-to-OPD conversion
- Appointment booking and confirmation rate
- Follow-up effectiveness
- Reduction in appointment no-shows
- Patient response time
- Quality and accuracy of CRM/lead records
- Patient satisfaction and service experience
- Doctor coordination and appointment efficiency

Why Join Us?

You will be part of a patient-centric healthcare organisation where this role directly contributes to improving access to quality medical care.

This is an excellent opportunity for someone who wants to build a career at the intersection of Healthcare Operations, Patient Experience, Business Development and Patient Acquisition.

If you are someone who can communicate with empathy, sell with integrity, coordinate with doctors and consistently convert genuine patient enquiries into consultations, we would like to hear from you.

Apply now and become an important part of our patient-care team

📌 Customer Acquisition and Care Coordinator (3 to 6 Years) (New Delhi)
🏢 NEW SKY COFFEE
📍 New Delhi