– Customer Care Manager / Finance Counsellor

Designation: Customer Care Manager / Finance Counsellor

Department: Customer Care / Counselling

Industry: Healthcare / IVF & Fertility

Location: [Location]

Reporting To: Centre Head / Operations Manager

Job Summary

We are looking for a Customer Care Manager / Finance Counsellor to manage patient communication and provide clear guidance regarding IVF treatment plans, treatment costs, packages, payment options, and related financial queries. The candidate will ensure a smooth and positive patient experience throughout the treatment journey.

Key Responsibilities

- Counsel patients and attendants regarding IVF treatment costs, packages, and payment plans.
- Explain treatment-related financial information in a clear and transparent manner.
- Discuss available packages, discounts, offers, EMI/payment options, and inclusions/exclusions.
- Coordinate with doctors, counsellors, billing, accounts, and front-office teams regarding patient requirements.
- Handle patient queries related to billing, payments, refunds, and treatment packages.
- Follow up with patients regarding pending payments and scheduled treatment procedures.
- Maintain accurate records of patient counselling, financial discussions, and payment status.
- Ensure timely conversion of eligible patient enquiries into treatment plans while maintaining ethical counselling practices.
- Build a good relationship with patients and provide regular support throughout their treatment journey.




- Handle patient concerns and escalate complaints or sensitive issues to the Centre Head when required.
- Coordinate with the accounts team for billing and payment reconciliation.
- Maintain confidentiality of patient information and financial details.
- Prepare daily/weekly reports related to counselling, conversions, collections, and follow-ups.
- Achieve assigned counselling, conversion, and collection targets.

Qualification

- Graduate in any discipline.
- MBA/PG Diploma in Healthcare Management, Marketing, Finance, or related field will be an advantage.

Experience

- 2–5 years of experience in healthcare, hospital, IVF/fertility centre, customer care, counselling, or financial counselling.
- Experience in IVF/fertility healthcare will be preferred.

Required Skills

- Excellent communication and interpersonal skills.
- Strong counselling and convincing skills.
- Good understanding of basic finance, billing, and payment processes.
- Patient-friendly and empathetic approach.
- Good follow-up and negotiation skills.
- Target-oriented and able to work under pressure.
- Positive knowledge of MS Office/Excel and CRM software.
- Ability to maintain confidentiality and professionalism.

Key Performance Indicators (KPIs)

- Patient counselling and conversion rate.
- Revenue/collection achievement.
- Patient follow-up and retention.
- Timely resolution of patient queries.
- Patient satisfaction and service quality.
- Accuracy of financial counselling and documentation.

Pay: From ₹20,000.00 per month

Benefits

- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Manager - Customer Care (Saharanpur)
🏢 Nova IVF Fertility
📍 Saharanpur