Executive - Patient Care Counsellor

3 weeks ago

Bengaluru, India Lifebridge Senior Care Pvt Ltd Full time

Position Summary

The Patient Care Counsellor Executive is responsible for managing client communications and counselling for all incoming and outgoing enquiries related to patient care services. The role includes handling calls and emails, recording and routing leads via CRM, ensuring timely responses, and supporting data and customer engagement functions. The position requires a high level of empathy, strong interpersonal skills, and an understanding of patient needs in a healthcare environment.

Reporting Lines

In this position of Patient Care Counsellor-Executive, you will report to the Manager-Patient Care Counsellor or the Executive nominated by the Management in this behalf. The organization reserves the right to revise reporting structures and responsibilities in accordance with operational needs. A copy of the job description laid down for your position is attached.

Key Interactions

Internally

  • Marketing and Sales Teams
  • Clinical Coordinators
  • Centre Heads

Externally

  • Clients / Patients and Families
  • External Callers or Referral Sources

Core Responsibilities

1. Enquiry Handling & Call Management

  • Handle inbound and outbound calls and respond to email queries.
  • Understand and assess client needs, provide appropriate guidance.
  • Accurately register lead details in the CRM system.
  • Route enquiries to the appropriate business heads or departments.
  • Follow up on task closures and resolution of queries.
  • Maintain courteous and professional communication in all interactions.

2. Data Management & Reporting

  • Support in lead and call data entry, reporting, and trend analysis.
  • Assist in maintaining accurate data as per internal compliance guidelines.
  • Contribute to audit checks on CRM usage, SLAs, and call quality.
  • Interpret data for service improvement and ensure proper documentation.

3. Client Engagement & Service Quality

  • Ensure every client interaction reflects the highest standards of service and empathy.
  • Address client concerns effectively and ensures clients feel heard and supported.
  • Work towards achieving defined service metrics, such as response time and lead turnaround.
  • Contribute to client satisfaction and retention by creating a positive service experience.

4. General & Administrative Support

  • Uphold the mission, vision, and values of the organization in every task.
  • Protect client data with strict confidentiality and comply with privacy protocols.
  • Use CRM tools and platforms efficiently for daily operations.
  • Stay updated on company policies, services, and FAQs to provide accurate information.
  • Participate in internal training and any additional tasks assigned by leadership.

Work Complexities

  • Must handle multiple interactions daily while maintaining emotional composure and professionalism.
  • Requires high attention to detail in CRM documentation and lead routing.
  • Must remain adaptable in a dynamic and service-driven environment.

Knowledge and Experience

  • Education: Graduate / BAMS or equivalent
  • Experience: Minimum 3+ years in patient care coordination, customer service, or a healthcare counselling environment
  • Familiarity with CRM systems and healthcare service delivery models preferred

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