Role & responsibilities

1. Training & Onboarding:

- Conduct structured induction programs for recent hire.
- Develop training modules on hospital services, systems, and workflows.
- Ensure smooth transition from training to floor operations.
- Arrange hospital and lab visits for new agents to provide practical exposures.

2. Patient Experience & Service Excellence:

- Train staff on empathy, communication, and professional call handling.
- Ensure high standards of patient interaction and service quality.
- Handle escalation and difficult patient scenarios.

3. Sales & Conversion Training:

- Train team on lead training, follow-ups, and appointment booking.
- Improve inquiry to OPD/IPD conversion rates.
- Coach team on objection handling, persuasion, and upselling.

4. Process & Product Knowledge:

- Provide detailed knowledge of departments, doctors, and treatments.
- Ensure strict adherence to SOPs, and compliance standards.

5. Performance Monitoring & Coaching:

- Monitor KPIs such as conversion rate, call quality, and TAT.
- Conduct call audits and feedback sessions.

📌 Walk-in || Quality Trainer (Faridabad)
🏢 Sarvodaya Hospital
📍 Faridabad