International Patient Counsellor

Job Description: International Patient Counsellor

Location: New Delhi, India

Department: International Patient Services

Reports To: Manager – International Operations

Position Overview

The International Patient Counsellor serves as the first point of contact for international patients seeking medical treatment in India. The role involves understanding patients' medical needs, guiding them through the treatment process, and coordinating between the patients, hospital teams, and internal departments to ensure a smooth and transparent healthcare journey.

Key Responsibilities

1. Lead Management & Initial Interaction

2. Respond promptly to new patient inquiries and leads generated through online platforms, partner networks, or referral channels.

3. Establish direct communication (via phone, WhatsApp, email, or video call) with the patient or attendant.

4. Understand and assess the patient's medical condition, treatment requirements, and expectations.

5. Case Understanding & Documentation

6. Collect detailed medical history, diagnostic reports, prescriptions, and any relevant clinical documents.

7. Seek clarifications or additional documents when required to ensure a complete case profile.

8. Maintain confidentiality and handle patient data in compliance with data protection and medical ethics standards.

9. Coordination with Hospital & Medical Team

10. Liaise with partner hospitals and medical coordinators to arrange online consultations with specialists.

11. Facilitate medical opinion, treatment plan, and cost estimate from the hospital.

12. Follow up with hospital teams to ensure timely response and accurate information delivery.

13. Patient Counselling & Support

14. Communicate the treatment plan, doctor feedback, and quote to the patient in a clear and empathetic manner.

15. Address patient queries regarding procedures, hospital facilities, travel, and accommodation.

16. Assist patients in understanding visa requirements, travel plans, and pre-arrival processes (if needed).

17. System & Reporting

18. Update and manage patient lead information, follow-up status, and interaction history in the internal IT system/CRM.

19. Track lead progress from inquiry to conversion and report daily/weekly activity updates to the manager.
20. Support the marketing and operations teams with insights on lead trends, patient concerns, and process improvements.

Key Skills & Competencies

• Excellent communication and interpersonal skills (spoken and written English required; knowledge of Arabic, Middle Eastern, or African regional languages is an advantage).
• Empathy, patience, and professionalism in handling sensitive medical conversations.
• Strong coordination and follow-up skills with a focus on timely response.
• Basic understanding of medical terminology and hospital processes.
• Good computer literacy (MS Office, CRM/lead management tools).

Qualifications & Experience

• Education: Graduate in Healthcare, Life Sciences, Hospitality, or related field. A postgraduate degree or diploma in Healthcare Management / Hospital Administration is preferred.
• Experience: 1–3 years of experience in international patient facilitation, medical tourism, or healthcare coordination roles.
• Industry Exposure: Hospitals, medical travel firms, or healthcare BPOs preferred.

Working Conditions

• Work Schedule: Full-time, 6 days a week (may require flexible hours based on international time zones).
• Location: Corporate office, New Delhi, with occasional hospital visits. (part work from home)
• Compensation: Competitive salary with performance-based incentives.

Career Path

Successful counsellors can advance to Senior Counsellor, Regional Patient Manager, or Hospital Relationship Manager roles, depending on performance and experience.