Telecaller

Company: Indian's Spine Wellness – Non-Surgical Rehab & Care

Location: Vashi Navi Mumbai

Position: Telecaller / Patient Coordinator

Employment Type: Full-Time

Job SummaryWe are looking for a confident, professional, and patient-friendly Telecaller / Patient Coordinator to handle patient enquiries, follow-up calls, appointment scheduling, and lead coordination.

The candidate will be responsible for communicating with prospective and existing patients, understanding their requirements, providing accurate information about the centre and consultation process, and converting eligible enquiries into scheduled appointments.

• Key ResponsibilitiesHandle incoming and outgoing calls from prospective and existing patients.
• Follow up with leads received through advertisements, website, WhatsApp, social media, and other sources.
• Explain the consultation and appointment process clearly and professionally.
• Understand the patient's basic complaint and requirement without making medical diagnoses or giving treatment guarantees.
• Schedule and confirm patient appointments.
• Follow up with patients who have enquired but have not yet booked an appointment.
• Maintain regular follow-up with missed, cancelled, and pending appointments.
• Coordinate with the front desk and clinical team regarding scheduled patients.
• Maintain accurate records of calls, leads, appointments, follow-ups, and outcomes.
• Update the company's CRM/lead sheet on a daily basis.
• Achieve assigned daily and monthly call and appointment targets.
• Provide polite reminders regarding appointments.
• Handle patient questions professionally and escalate clinical or medical questions to the appropriate clinical staff.
• Maintain confidentiality of patient information.
• Follow the company's communication standards and policies.
• Daily Performance ExpectationsMinimum 100 outbound calls per day
• Target: 10 confirmed appointments per day
• Timely follow-up of all assigned leads.
• Same-day response to new enquiries wherever possible.
• Complete and accurate CRM/lead-sheet updates.
• Daily reporting of call and appointment status.
• Required SkillsExcellent communication skills in English, Hindi, and Marathi.
• Good telephone etiquette and active listening skills.
• Ability to communicate confidently with patients and family members.
• Basic computer knowledge.
• Ability to use WhatsApp, Excel/Google Sheets, CRM, and calling systems.
• Good follow-up and convincing skills.
• Positive attitude and professional behaviour.
• Ability to work with daily targets.
• Preferred Qualifications12th pass / Graduate preferred.
• Previous experience in telecalling, healthcare, hospital, clinic, insurance, customer service, or sales will be an advantage.
• Freshers with good communication skills may also be considered.
• Working RequirementsFull-time position.
• Willingness to work according to assigned clinic shifts.
• Punctuality and regular attendance are mandatory.
• Biometric attendance may be applicable as per company policy.
• The employee must maintain professional conduct and patient confidentiality.

Important Compliance RequirementThe Telecaller must not diagnose medical conditions, promise treatment outcomes, guarantee recovery, or provide medical advice to patients over the phone.

All clinical questions, treatment suitability questions, or medical concerns must be referred to the appropriate clinical team.

Performance EvaluationPerformance may be evaluated based on:

1. Number of calls completed.
2. Number of genuine leads contacted.
3. Appointment conversions.
4. Follow-up effectiveness.
5. Appointment attendance.
6. CRM/lead-data accuracy.
7. Communication quality.
8. Patient handling and professionalism.
9. Attendance and punctuality.
10. Adherence to company policies and procedures.