Telecaller
Calida Rehab
Position Title:
Telecaller / Admission Coordinator
Department:
Admissions & Business Development
Reporting To:
Administrator / Admissions Manager
Job Location:
Calida Rehab-Pune
Job Summary
The Telecaller is responsible for handling incoming inquiries, generating and managing leads, providing information about Calida Rehab's services, conducting follow-ups, coordinating admissions, and maintaining accurate records of all inquiries and conversions. The role requires excellent communication skills, empathy, professionalism, and strong follow-up abilities.
Key Responsibilities
1. Inquiry Handling & Lead Generation
Attend all incoming calls, WhatsApp messages, emails, and website inquiries promptly.
Provide accurate information regarding rehabilitation services, facilities, treatment programs, and admission procedures.
Understand patient requirements and collect necessary details.
Generate and maintain inquiry records in the Lead Management System/CRM.
2. Lead Management & Follow-Up
Classify leads as Hot, Warm, or Cold.
Conduct regular follow-ups with prospective patients and families.
Schedule assessment calls, center visits, and admission discussions.
Maintain daily follow-up records and update lead status.
Coordinate with management regarding high-priority leads.
3. Admission Coordination
Guide families through the admission process.
Explain admission requirements and documentation.
Coordinate with the clinical team for assessments.
Assist in admission planning and scheduling.
Ensure smooth communication between families and the admissions team.
4. Customer Relationship Management
Build rapport and trust with patients and families.
Handle inquiries professionally and empathetically.
Address concerns and provide appropriate guidance.
Maintain confidentiality of patient information.
5. Marketing Support
Follow up on digital marketing leads.
Maintain referral source records.
Coordinate with hospitals, psychiatrists, psychologists, and referral partners when required.
Assist in promotional and awareness activities.
6. Reporting & Documentation
Maintain daily call logs.
Update CRM/Lead Management Software regularly.
Prepare daily, weekly, and monthly reports.
Track lead conversions and admission statistics.
Maintain records of all communications.
Daily Responsibilities
Attend incoming calls and inquiries.
Make follow-up calls to existing leads.
Update CRM/Lead Management Software.
Coordinate admissions and center visits.
Submit daily activity reports.
Share lead status updates with management.
Required Skills
Communication Skills
Excellent verbal communication in English, Hindi, and Marathi.
Professional telephone etiquette.
Active listening skills.
Ability to handle emotionally distressed callers with empathy.
Technical Skills
MS Excel
MS Word
Email Communication
Google Sheets
Personal Skills
Positive attitude
Persuasive communication
Patience and empathy
Time management
Teamwork
Problem-solving ability
Educational Qualification
Graduate in any discipline (preferred).
Experience
Preferred
1–3 years of experience in:
Telecalling
Customer Service
Healthcare Admissions
Hospital/Rehabilitation Center Coordination
Sales or Lead Management
Freshers
Freshers with excellent communication skills may also apply.
Working Conditions
Office-based role.
May require occasional weekend duty as per admission requirements.
Frequent interaction with patients, families, hospitals, and referral sources.
Code of Conduct
The Telecaller shall:
Maintain confidentiality of patient information.
Follow organizational policies and procedures.
Communicate professionally at all times.
Represent Calida Rehab positively and ethically.
Avoid providing false commitments or misleading information.
Pay: ₹15,000.00 - ₹22,000.00 per month
Benefits:
- Flexible schedule
- Food provided
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
