Job Summary:
The Telecaller Head is responsible for managing the hospital's telecalling team, generating patient appointments, following up with enquiries, promoting hospital services, and ensuring excellent communication with patients.

Key Responsibilities

- Manage and supervise the hospital telecalling team.
- Allocate daily calling targets and monitor team performance.
- Handle incoming calls, patient enquiries, and appointment bookings.
- Follow up with patients regarding appointments, health check-up packages, consultations, and diagnostic services.
- Coordinate with doctors, OPD, marketing, and front-office teams.
- Monitor call quality, conversion rates, and daily reports.
- Train telecallers on communication skills, hospital services, and patient handling.
- Ensure patient confidentiality and professional communication.
- Resolve escalated patient queries and complaints.
- Prepare daily, weekly, and monthly performance reports for management.





Required Qualifications and Skills

- Any degree; a degree in management or marketing is an advantage.
- 3–5 years of experience in telecalling and team management preferred.
- Hospital, healthcare, or IVF experience is an advantage.
- Excellent communication skills in Malayalam and English; other languages are a plus.
- Positive leadership, counselling, and problem-solving skills.
- Knowledge of Excel, CRM software, and MIS reporting.

Key Performance Indicators (KPIs)

- Number of leads contacted.
- Enquiry-to-appointment conversion rate.
- Appointment attendance rate.
- Follow-up completion rate.
- Team target achievement.
- Call quality and patient satisfaction.

Pay: ₹30,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Team Lead - Telecalling (Thiruvananthapuram)
🏢 Yana IVF & Fertility Centre
📍 Thiruvananthapuram