Tele Caller Executive

Job Profile – Telecaller (Full-Time)

Organization: Radiante Multispecialty

Location: Om Vihar, Uttam Nagar, New Delhi

Work Type: Full-Time

Working Hours: 10 Hours / Day

Salary: ₹15,000 – ₹20,000 per month

Remuneration Type: Fixed + Variable (Incentives based on performance)

1. Position Overview

Radiante Multispecialty is seeking a professional, confident, and self-motivated Full-Time Telecaller to handle inbound and outbound calls, follow up with patients, promote healthcare services, manage appointments, and ensure smooth communication between patients and the centre.

The Telecaller will play a key role in patient engagement, lead conversion, and brand representation.

2. Key ResponsibilitiesA. Calling & Communication

• Make outbound calls to new, existing, and follow-up patients.
• Handle inbound calls with professionalism and patience.
• Explain treatment services, doctor availability, offers, health packages, and procedures.
• Convert inquiries into appointments.
• Maintain excellent customer service and communication etiquette.

B. Appointment & Lead Management

• Schedule appointments and coordinate with doctors/OPD team.
• Follow up with leads from online ads, walk-ins, referrals, and camp data.
• Maintain daily call logs and follow-up lists.
• Ensure 100% follow-up for all leads until closure.

C. Patient Support

• Provide correct information regarding timings, doctors, services, and procedures.
• Assist patients in understanding treatment packages, health checkups, offers, etc.
• Record complaints and escalate them to the Centre Manager if needed.

D. Reporting & Documentation

• Maintain call records, appointment sheets, and follow-up trackers.
• Update CRM/EMR/Excel sheets regularly.
• Submit daily report on:
• Calls made
• Appointments booked
• Conversions achieved
• Pending follow-ups

E. Marketing Support

• Promote ongoing campaigns, health camps, and special offers.
• Conduct telecalling for community outreach, camp invitations, and referrals.

3. Required Qualifications & Skills

• Minimum 12th Pass; Graduate preferred.
• Strong communication skills in Hindi & basic English.
• Familiarity with healthcare/clinic telecalling (preferred but not mandatory).
• Good convincing skills and customer-handling ability.
• Basic knowledge of Excel, WhatsApp, and CRM calling.
• Ability to handle pressure, manage time, and work independently.

4. Work Schedule

• Full-Time: 10 hours per day
• Weekly off: 1 day (as per centre schedule)
• Additional hours during health camps (if required)

5. Salary & Benefits

• Monthly Salary: ₹15,000 – ₹20,000
• Incentives: Based on conversions, packages booked, and performance
• Other Benefits:
• Performance bonuses
• Training sessions
• Staff discounts on medical services

6. Reporting Structure

• Reports To: Centre Manager / Front Office Supervisor
• Coordinates With: Reception, Marketing Team, Doctors, OPD Staff

Standard Operating Procedure (SOP) – Telecaller Operations1. Purpose

To ensure smooth, consistent, and professional telecommunication between Radiante Multispecialty and patients, leading to improved patient experience and increased appointment conversions.

2. Scope

This SOP applies to all telecalling activities including inbound calls, outbound calls, lead conversion, follow-ups, and appointment scheduling.

3. Daily Workflow of TelecallerA. Start of the Day

• Login to CRM/EMR/Excel tracking system.
• Review pending follow-ups from previous day.
• Check doctor schedule, OPD timings, and availability.
• Keep updated list of offers, packages, and health camps.

B. Inbound Call Handling

• Attend calls within 3 rings.
• Greet professionally using the approved script:
• "Namaste, Radiante Multispecialty se bol raha/rahi hoon, kaise madad kar sakte hain?"

• Understand patient requirement and guide accordingly.

• Share details of doctor availability, specialities, and appointment slots.

• Record patient details and book appointment.

• Confirm appointment via WhatsApp/SMS.C. Outbound Calling

• Call database of:

• Leads from ads
• Camp registrations
• Previous patients
• Referral patients
• Explain services, offers, and health check-ups.
• Motivate patients to book appointments.
• Add every call outcome to CRM/Excel.

D. Follow-Up Protocol

• Follow up on pending cases with frequency:
• Day 1: First follow-up
• Day 3: Second follow-up
• Day 7: Final follow-up
• Mark status: Interested / Not interested / Call later / Converted.
• Share reminders with patients for upcoming appointments.

E. Appointment Management

• Book appointments based on doctor timing.
• Update OPD team immediately about bookings.
• Ensure no slot overlaps.
• Share confirmation with patients.

4. Behaviour & Communication Standards

• Maintain polite tone at all times.
• Avoid arguments, gossip, or giving wrong information.
• Maintain confidentiality of patient data as per medical guidelines.
• Zero tolerance for misconduct or unprofessional behavior.

5. Reporting Requirements

• Submit end-of-day report including:
• Total calls made
• Total inbound calls
• Appointments booked
• Walk-ins converted
• Revenue-based achievements
• Update Excel sheets without fail.

6. Tools & Resources Provided

• Mobile phone / Calling software
• CRM/Excel Sheet
• Training on services, scripts, and objection handling
• Marketing material (offers, packages, camp details)

7. Performance Indicators (KPIs)

• Number of calls made per day
• Number of appointments booked
• Conversion rate
• Follow-up quality
• Patient satisfaction feedback

Job Type: Full-time

Pay: ₹15, ₹20,000.00 per month

Benefits:

• Health insurance

Work Location: In person