Job Purpose

To lead and manage the tele-counselling team responsible for providing effective telephonic support to patients enrolled in Patient Support Programs (PSP) and Patient Assistance Programs (PAP). The role will ensure quality patient interactions, timely follow-ups, team productivity, query resolution, and adherence to program SLAs and operational guidelines.

Key Responsibilities

- Lead, supervise, and manage a team of Tele Counsellors, allocate daily calling targets, monitor productivity, and ensure achievement of team KPIs.
- Ensure effective inbound and outbound patient communication, counselling, enrolment assistance, and regular follow-ups.
- Monitor recorded calls, conduct quality audits, provide feedback, and ensure adherence to approved calling scripts and counselling protocols.
- Track daily calls, connected calls, successful patient interactions, follow-ups, enrolments, and case closures.
- Handle complex patient queries and grievances, ensure timely resolution, and coordinate with relevant internal departments.
- Train current team members on program processes, patient communication, CRM usage, product knowledge, and SOPs.
- Ensure accurate patient records, call dispositions, follow-up schedules, and daily/monthly performance reports.




- Coordinate with Field Counsellors, Program Managers, hospitals, pharmacy, billing, order management, and dispatch teams.
- Identify gaps in calling processes, improve patient engagement, reduce pending cases, and enhance team efficiency.
- Ensure patient confidentiality, documentation accuracy, and adherence to program SOPs and applicable healthcare guidelines.

Experience & Eligibility

- 3–5 years of experience in healthcare, pharmaceutical customer support, telecalling, or patient support operations.
- Minimum 1–2 years of team handling or supervisory experience preferred.
- Experience in Patient Support Programs (PSP), Patient Assistance Programs (PAP), or healthcare contact centres will be an advantage.
- Fluency in Kannada and English; Hindi will be an added advantage.

Pay: ₹50,000.00 - ₹55,000.00 per month

Benefits:

- Health insurance
- Leave encashment
- Life insurance
- Provident Fund

Application Question(s):

- Are you from Science/Pharma Background

Education:

- Bachelor's (Preferred)

Experience:

- Team management: 10 years (Preferred)
- Customer support: 10 years (Preferred)

Work Location: In person

📌 Tele Caller & Team Leader (Bengaluru)
🏢 Ims
📍 Bengaluru