About Us:

Our client has a vision to transform patient experience in the underserved markets by bridging the gap which exists in primary healthcare. Our client is introducing a hybrid healthcare and fulfilment model that helps connect patients in underserved markets to healthcare providers and other key ecosystem players digitally and executing it through a robust 3-tier model of Hub, Spoke and a network of satellite health centres.

Role Overview:

The Backend Communication Specialist will be responsible for managing and driving all backend communication and engagement with CSCs across Odisha, Jharkhand, Chhattisgarh, and Bihar.

The role will work closely with the CSC Program Manager, Brand/Content team, District Coordinators, Team Leads, and Technology teams to ensure timely communication, effective CSC engagement, issue resolution, and improvement in active CSCs across all four states.

Key Roles & Responsibilities: 1. CSC Communication & Engagement

- Own all backend communication to CSCs across the four states.
- Develop and execute a structured communication strategy to ensure regular engagement with CSCs.
- Prepare a monthly CSC communication calendar in close coordination with the CSC Program Manager.
- Ensure all scheme-related communication reaches CSCs and Team Leads within the defined timelines.
- Manage communication through multiple channels such as Whats App, SMS, calls, and other digital platforms.

2. Content & Communication Development
- Work closely with the Brand/Content team to develop engaging communication for the CSC channel.
- Coordinate the development of videos, static creatives,



carousels, and other digital content.
- Develop Point-of-Sale (POS) materials such as:
- Leaflets
- Posters
- Banners
- Buntings
- Other CSC-facing communication materials

- Coordinate with the Brand team for development and ensure timely deployment through Team Leads and District Coordinators.

3. Telecalling Unit Management
- Manage and oversee the CSC telecalling unit.
- Maintain a benchmark of approximately 2 3 telecallers for every 500 CSCs.
- Establish daily calling plans and monitor telecaller productivity.
- Ensure regular communication and engagement with CSCs through the telecalling team.
- Drive telecalling activities with a clear focus on CSC activation and business output.

4. Active CSC Growth
- Take ownership of increasing and maintaining the number of active CSCs across the four states.
- Maintain a minimum 75% active CSC benchmark through regular engagement and follow-up.
- Analyse inactive CSCs and develop targeted engagement plans to reactivate them.
- Work closely with DCs and TLs to identify gaps and improve CSC productivity.

5. Technology & Issue Resolution
- Coordinate with the Technology team to resolve issues related to the Engage App and ensure smooth CSC operations.




- Track recurring technology issues and ensure timely closure.
- Coordinate with the Aggregation and Technology teams to resolve doctor consultation-related issues faced by CSCs.
- Ensure effective communication of solutions and process updates to CSCs and field teams.

6. MIS & Performance Monitoring
- Track daily and monthly communication and engagement metrics.
- Monitor telecalling productivity, CSC activation, engagement, and business output.
- Prepare regular MIS and performance reports for the CSC Program Manager.
- Identify key gaps and recommend corrective actions to improve CSC engagement and activation.

Candidate Profile:

- MBA with 6 8 years of relevant experience in backend communication, channel engagement, sales support, or program management.
- Proficient in English, Hindi, and Odia.
- Solid understanding of communication channels such as Whats App, SMS, calling, and digital communication platforms.
- Good understanding of mobile app workflows and the ability to coordinate with technology teams for issue resolution.
- Prior experience in managing a telecalling team/unit with a focus on engagement and business outcomes.
- Strong communication, coordination, analytical, and execution skills.
- Ability to manage multiple stakeholders across four states.
- Strong ownership and ability to work in a fast-paced, target-oriented environment.

Preferred Industries:

- Telecom
- Healthcare / Hospitals
- Insurance
- Digital/Fintech or other distribution-led businesses

📌 Backend Communication Specialist- CSC Program (Bhubaneswar)
🏢 Talent Socio
📍 Bhubaneswar