Department: Clinical Operations / Patient Conversion
Location: Mumbai / Navi Mumbai / Thane
Reporting To: Centre Manager / Cluster Manager
Employment Type: Full-Time

About THE ESTHETIC CLINICS

THE ESTHETIC CLINICS (TEC) is a premium aesthetic and cosmetic healthcare network serving patients across Hair, Skin, Facial Aesthetics and Cosmetic Surgery. Our focus is on delivering a high-trust, personalised patient experience while helping patients make informed treatment decisions.

Role Objective

The Tele Counsellor for Esthetics will be responsible for converting enquiries and consultations into appropriate treatments/procedures through professional clinical counselling, structured follow-up and patient relationship management.

The role requires a combination of clinical understanding, communication, counselling, sales discipline and patient experience management.

Key Responsibilities

1. Patient Counselling

- Understand the patient's concerns, expectations, medical history and treatment goals.
- Explain recommended treatments and procedures in a clear, ethical and patient-friendly manner.
- Explain treatment benefits, process, recovery, timelines, risks and expected outcomes as advised by the doctor.
- Build patient confidence without making unrealistic promises.
- Handle price, treatment and decision-making objections professionally.

2. Consultation-to-Procedure Conversion

- Counsel patients immediately after doctor consultation.
- Ensure every eligible patient receives a clear treatment plan and next step.
- Follow up systematically with patients who do not book immediately.
- Maintain ownership of the patient journey from Consultation → Decision → Booking → Procedure.
- Identify high-value and high-intent patients and prioritise follow-up accordingly.

3. Lead & Patient Follow-up

- Follow up with new enquiries, booked appointments, consultation patients, no-shows and old patients.
- Reactivate eligible patients through structured calling and WhatsApp communication.




- Maintain accurate next-action dates and follow-up status in CRM.
- Ensure no qualified lead or consultation is left without a defined next action.

4. Revenue Responsibility

- Achieve monthly consultation conversion and revenue targets assigned by management.
- Focus on appropriate high-value procedures including:
- Hair Transplant / Hair Restoration
- Rhinoplasty
- Blepharoplasty
- Facelift / Facial Cosmetic Surgery
- Other Cosmetic Surgery procedures
- Facial Aesthetics
- Hair & Skin treatments
- Track personal pipeline, pending decisions and expected revenue.

5. Patient Experience

- Maintain a premium, discreet and empathetic patient experience.
- Handle HNI, VIP and outstation patients with appropriate confidentiality and professionalism.
- Coordinate with doctors, operations, front office and finance to ensure smooth patient movement.
- Ensure patients receive timely information regarding appointments, quotations, packages and next steps.

6. CRM & Documentation

- Maintain 100% accurate patient/lead information in CRM.
- Update every interaction, counselling outcome, appointment status and next action.
- Ensure correct attribution of lead, owner, consultation and procedure.
- Provide daily/weekly updates on pipeline, conversions and pending follow-ups.

Key Performance Indicators (KPIs)

- Enquiry → Appointment conversion
- Appointment → Consultation/Visit conversion
- Consultation → Procedure conversion
- Revenue generated
- Number of consultations counselled
- Number of procedures booked
- Follow-up productivity
- Lead reactivation
- No-show recovery
- CRM data accuracy




- Patient experience / feedback

Candidate Profile

Education

- Graduate in any discipline; preference for:
- Nursing
- Pharmacy
- Life Sciences
- Healthcare Management
- Psychology
- Aesthetic / Cosmetology background

Experience

- 2–5 years of experience in:
- Aesthetic clinics
- Cosmetic surgery
- Dermatology
- Hair transplant
- Dental / premium healthcare
- Hospital or healthcare counselling
- Candidates with strong consultative sales experience in premium healthcare may also be considered.

Required Skills

- Excellent verbal and written communication
- Strong counselling and persuasion skills
- Valuable understanding of healthcare/aesthetic terminology
- Strong objection-handling ability
- Patient-centric approach
- Strong follow-up discipline
- Ability to work with targets and revenue goals
- CRM proficiency
- Good Excel/Google Sheets skills
- Professional appearance and communication
- Ability to handle sensitive and confidential patient information

Desired Behavioural Qualities

- Empathetic but commercially focused
- Confident and mature communication
- Strong ownership and accountability
- Result-oriented
- High attention to detail
- Persistent without being aggressive
- Ethical approach to patient counselling
- Ability to work independently and with doctors/operations teams
- Comfortable working with HNI and premium patients

What Success Looks Like

The Clinical Counsellor should become the single point of ownership for converting patient intent into action—ensuring that every qualified enquiry is contacted, every consultation is properly counselled, every undecided patient is followed up and every genuine opportunity is moved towards treatment.

Core Responsibility:
CONNECT → COUNSEL → FOLLOW-UP → CONVERT → REVENUE

Pay: Up to ₹30,000.00 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Work Location: In person

📌 Tele counsellor For Esthetics (Santacruz, Mumbai)
🏢 The Esthetic Clinics
📍 Santacruz, Mumbai