Call Center Executive

Key Responsibilities

• Make outbound calls to prospective patients interested in infertility, IVF, IUI, and other fertility treatments.
• Handle inbound leads generated through digital marketing campaigns, social media, referrals, website enquiries, and walk-ins.
• Understand patient requirements and provide accurate information about IVF services, treatment options, consultation process, and clinic services.
• Explain the basic IVF treatment journey, process flow, timelines, and consultation procedure in a clear and patient-friendly manner.
• Schedule and confirm doctor consultations and appointments.
• Follow up with prospective patients through calls and other approved communication channels to improve lead conversion.
• Maintain regular follow-ups with leads who require additional time before booking a consultation.
• Record and update all lead interactions, call outcomes, follow-ups, and appointment details in Zoho CRM.
• Ensure that all leads are properly tracked and moved through the appropriate stages in Zoho CRM.
• Coordinate with the counselling, clinical, front-desk, and marketing teams for smooth patient handling.
• Maintain accurate patient enquiry records and ensure timely follow-up on pending leads.
• Achieve assigned daily/weekly/monthly calling, follow-up, appointment, and conversion targets.
• Handle patient queries professionally while maintaining empathy, confidentiality, and sensitivity, particularly when discussing infertility-related concerns.
• Escalate medical or clinical questions to the appropriate doctor/clinical team rather than providing medical advice independently.

Candidate Requirements

• 1-3 years of experience in telecalling, call centre, patient counselling, healthcare sales, IVF/fertility, hospital, or clinic operations.
• Experience in IVF/fertility or healthcare industry will be an advantage.
• Familiarity with Zoho CRM is preferred.
• Good verbal communication skills in English and Hindi; knowledge of will be an advantage.
• Strong interpersonal and active-listening skills.

CONTACT US : 9217143912