Job Summary
We are looking for a friendly, compassionate and patient-focused IVF Counsellor cum Receptionist to manage front-office operations while supporting patients through their IVF treatment journey.
The candidate will be responsible for welcoming patients, managing appointments and registration, handling calls and enquiries, coordinating consultations, explaining treatment processes and providing counselling support to prospective IVF patients.
Key Responsibilities1. Reception & Front Office
- Welcome and attend to patients and their attendants professionally.
- Manage patient registration and front-desk activities.
- Handle incoming calls, enquiries and appointment requests.
- Schedule and coordinate doctor consultations, scans, procedures and follow-ups.
- Maintain accurate patient records and ensure proper documentation.
- Coordinate patient movement between reception, consultation, billing, laboratory and other departments.
- Manage appointment confirmations, rescheduling and follow-up calls.
- Ensure a smooth and positive patient experience at the centre.
- Maintain confidentiality of patient information.
2. IVF Counselling
- Understand the patient's IVF requirement and treatment journey.
- Explain IVF/ART treatment procedures in a clear and patient-friendly manner.
- Explain treatment stages, timelines, investigations and centre processes as instructed by the treating doctor.
- Provide information regarding treatment packages and applicable charges as per approved guidelines.
- Address patient queries and concerns professionally.
- Counsel couples regarding the importance of timely treatment and follow-ups.
- Coordinate with doctors and the IVF team for patient-specific queries.
- Ensure patients understand their next appointment, investigation or treatment requirement.
- Follow up with patients who have not proceeded with consultation or treatment.
- Maintain proper counselling records.
3. Lead Conversion & Follow-up
- Handle enquiries received through phone, walk-ins, digital leads and referrals.
- Follow up with prospective IVF patients regularly.
- Convert enquiries into consultations through effective communication and counselling.
- Maintain daily lead and follow-up records.
- Track patients from enquiry → consultation → counselling → treatment initiation.
- Coordinate with the telecalling/marketing team regarding leads and follow-ups.
- Escalate high-potential or difficult cases to the Counselling Head / Centre Head.
4. Patient Coordination
- Coordinate with doctors, nurses, embryology, pharmacy, billing and other departments.
- Ensure patients receive timely information regarding appointments and procedures.
- Assist patients with billing and payment-related coordination where required.
- Follow up with patients after consultation as per centre protocol.
- Handle patient concerns politely and escalate complaints to the appropriate authority.
Daily Responsibilities
- Check and confirm the day's appointments.
- Attend calls and walk-in enquiries.
- Register and guide patients.
- Coordinate doctor consultations.
- Counsel prospective IVF patients.
- Complete follow-up calls.
- Update patient/CRM records.
- Track pending consultations and treatment decisions.
- Submit daily counselling and conversion reports.
- Ensure the reception area and patient flow are properly managed.
Required Skills
- Excellent communication and interpersonal skills.
- Strong patient counselling and convincing skills.
- Empathetic and compassionate approach towards patients.
- Good telephone etiquette.
- Ability to handle sensitive IVF-related conversations professionally.
- Good follow-up and conversion skills.
- Basic computer and MS Office knowledge.
- Ability to maintain accurate records.
- Good coordination and multitasking abilities.
- Presentable and professional personality.
Qualification
- Graduate in any discipline.
- Healthcare, Hospital Administration, Psychology, Nursing, Life Sciences or related qualifications will be an advantage.
Experience
- 1–5 years of experience in IVF counselling, hospital front office, healthcare counselling, patient coordination or similar roles.
- Experience in an IVF/Fertility Centre is preferred.
- Freshers with excellent communication and counselling skills may also be considered.
Key Performance Indicators (KPIs)
- Number of enquiries handled
- Counselling completed
- Consultation conversion
- IVF treatment conversion
- Follow-up completion rate
- Patient satisfaction
- Appointment attendance rate
- Lead-to-consultation conversion
- Consultation-to-treatment conversion
- Accuracy of patient records
- Timely reporting and documentation
Preferred Candidate
The ideal candidate should be patient-friendly, confident, persuasive and target-oriented, with the ability to balance reception responsibilities with IVF counselling and patient follow-up.
Candidates with prior experience in IVF/Fertility, hospitals, healthcare sales or patient counselling will be preferred.
Pay: ₹15,000.00 - ₹23,390.39 per month
Work Location: In person
