Tele Calling Executive

JOB DESCRIPTION (JD) – TELECALLER (IVF CENTRE)

Department: Telecalling / CRM / Patient Communication

Designation: Telecaller / Telecalling Executive

Reports To: Telecalling Supervisor / Marketing Manager / IVF Coordinator

1. JOB SUMMARY

The Telecaller is responsible for handling all inbound and outbound calls, managing new leads, assisting patients with appointment scheduling, providing accurate treatment information, updating CRM, and ensuring smooth communication between patients and the IVF centre. The role focuses on lead conversion, patient follow-up, and maintaining high customer satisfaction.

2. KEY RESPONSIBILITIESA. Outbound Calling (New Leads)

• Call new inquiries received from social media, website, Google ads, WhatsApp, referrals, and walk-ins.
• Explain IVF centre services, treatment options, and doctor availability.
• Understand patient requirements and guide them professionally.
• Convert inquiries into confirmed appointments.

B. Inbound Call Handling

• Answer calls politely and professionally.
• Provide accurate information related to treatments, doctors, timings, pricing (if allowed).
• Transfer calls to appropriate departments when needed.
• Maintain a log of all calls received.

C. Appointment Management

• Schedule appointments in the CRM/HIS system.
• Send confirmation SMS or WhatsApp messages.
• Reschedule or follow-up for missed appointments.
• Coordinate with reception and IVF coordinator for daily appointments.

D. Lead Management & CRM Entry

• Enter and update all lead details in CRM/HIS.
• Mark leads as: New / Follow-up / Booked / Closed / Not Interested.
• Maintain daily lead conversion report.
• Ensure NO LEAD is missed or left un-updated.

E. Patient Follow-Up

• Follow up with patients after consultation.
• Follow up for reports, treatment plans, and IVF cycles.
• Maintain a follow-up tracker with dates and statuses.
• Provide reminders for scans, injections, or doctor visits.

F. Communication & Coordination

• Coordinate with IVF coordinator, doctors, reception, nursing, and marketing teams.
• Inform departments about new patient appointments and arrivals.
• Maintain smooth communication flow between patients and the centre.

G. Customer Service

• Provide empathetic, polite, and professional communication.
• Listen to patient concerns and provide appropriate solutions.
• Escalate complaints or serious concerns to management.
• Ensure a positive patient experience during every interaction.

3. QUALIFICATIONS & EXPERIENCE

• Graduate / 12th pass with strong communication skills
• 1–3 years telecalling experience (healthcare preferred)
• Basic knowledge of medical/IVF terminology is an advantage
• Proficiency in phone handling, WhatsApp, and CRM software

4. SKILLS & COMPETENCIES

• Excellent verbal communication
• Soft spoken and patient friendly
• Convincing ability for lead conversion
• Good listening skills
• Ability to multitask
• Basic computer knowledge (Excel, CRM, HIS)
• High level of patience, empathy, and positivity
• Ability to work under pressure

5. WORKING CONDITIONS

• Shift-based duty (morning/evening)
• May require weekend or festival availability
• Continuous phone-based work environment

6. KEY PERFORMANCE INDICATORS (KPI)

• Daily call volume
• Lead conversion rate (inquiry → appointment)
• Appointment attendance ratio
• Response time to new leads
• CRM data accuracy
• Follow-up completion percentage
• Patient satisfaction score
• Call quality ratings
• Punctuality & discipline

Job Types: Full-time, Permanent

Pay: ₹8, ₹15,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person