Executive-Lead Management

Job Responsibilities:-

• Lead Management: Receive, record, monitor, and manage patient enquiries and marketing leads generated through digital, offline, referral, and promotional activities.
• Lead Allocation: Ensure enquiries are promptly assigned to the appropriate department, coordinator, or consultant based on the patient's requirement.
• Lead Follow-up: Conduct timely follow-ups with prospective patients regarding consultations, procedures, health packages, admissions, and other hospital services.
• Lead Conversion: Work towards converting enquiries into OP consultations, diagnostic services, procedures, admissions, and other appropriate hospital services.
• CRM Management: Maintain accurate and updated lead information, follow-up status, patient requirements, and conversion details in the CRM/lead management system.
• Enquiry Handling: Respond professionally to enquiries received through telephone, WhatsApp, website, social media, campaigns, and other communication channels.
• Appointment Coordination: Coordinate with concerned departments and appointment desks to facilitate appointments for prospective patients.
• Lead Tracking & Reporting: Prepare daily/weekly/monthly reports on leads received, leads contacted, follow-ups, appointments, conversions, pending leads, and lost leads.
• Campaign Lead Management: Coordinate with the Marketing team to track and manage leads generated through health camps, digital campaigns, advertisements, corporate programmes, and other promotional activities.
• Follow-up with Non-Converted Leads: Maintain a structured follow-up process for leads that have not yet converted and identify reasons for non-conversion.
• Referral & Enquiry Coordination: Coordinate with referral sources, corporate clients, insurance/TPA teams, and other relevant stakeholders wherever required for patient conversion.
• Customer Experience: Ensure that prospective patients receive accurate, timely, and courteous information while maintaining a patient-centric approach.
• Lead Data Analysis: Analyse lead sources, conversion rates, response time, service-wise enquiries, and other relevant metrics to identify areas for improvement.
• Coordination with Clinical & Operations Teams: Work closely with consultants, nursing, OPD, diagnostics, admissions, billing, and other departments to ensure smooth handling of patient leads.
• Marketing Database Management: Maintain updated databases of prospective patients, referral contacts, corporate leads, campaign responses, and other relevant marketing information while ensuring confidentiality.

Pay: ₹300,000.00 - ₹500,000.00 per year

Benefits:

• Commuter assistance
• Leave encashment
• Paid sick time
• Provident Fund

Ability to commute/relocate:

• Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Call center: 2 years (Preferred)

Language:

• Malayalam (Preferred)

Location:

• Kochi, Kerala (Preferred)

Work Location: In person