Job Opening: Patient Care Coordinator (Telecaller & Lead Specialist)
Company: Welnez Home Healthcare (Dr. Ethix Wellnezzone)
Location: Annanagar East, Chennai (On-site)
Working Hours: Monday to Saturday | 10:00 AM – 7:00 PM
Employment Type: Full-time
About Welnez Home Healthcare
With 15+ years of clinical excellence, Welnez brings hospital-quality home nursing, elderly care, and specialized physiotherapy services directly to patients' doorsteps across Chennai. We pride ourselves on providing compassionate, high-trust healthcare supported by a 5.0-star Google-rated patient satisfaction record.
Role Overview
We are looking for an energetic, empathetic, and organized Patient Care Coordinator to manage incoming patient inquiries, guide families through our home healthcare services, and convert leads into active patients.
As the first point of contact for Welnez, you will play a crucial role in closing sales, handling inquiries promptly, and ensuring seamless communication between client families and our clinical coordination team.
Key Responsibilities1. Lead Triage & Fast Response (Speed-to-Lead)
- 15-Minute Inquiry Response: Monitor and respond to incoming leads from Google Ads, website forms, WhatsApp Business, and direct phone calls within 15 minutes.
- Initial Screening: Empathize with callers and collect basic intake details: patient age, location, primary care need (e.g., Post-Op, Elderly Care, Physio, Tracheostomy), and timeline.
- Document Gathering: Request medical reports and discharge summaries from families via WhatsApp/Email to forward to our Nurse Coordinator.
2. Quotation, Negotiation & Sales Closure
- Provide Quotes: Share transparent pricing plans for 12-hour/24-hour shifts or session-based care based on clinical assessments.
- Address Concerns: Clearly explain service agreements, payment terms, and our staff substitution/replacement policies to build client confidence.
- Follow-Ups: Diligently pursue warm leads, maintain active engagement, send digital payment links, and confirm advance deposits.
3. Patient Onboarding & Quality Check
- Onboarding Handoff: Pass clinical details to the Nurse Coordinator for staff selection and send formal staff confirmation profiles to the family.
- Day-1 Service Check-in: Call the client 4 hours after service starts to ensure complete satisfaction and address any early feedback.
- CRM / Pipeline Maintenance: Log every lead, call status, booking, and payment record accurately in our tracking sheets/CRM.
Key Requirements & Qualifications
- Experience: 1–3 years in outbound/inbound sales, telecalling, or customer support (experience in healthcare, home nursing, medical equipment, or diagnostic services is strongly preferred).
- Language Proficiency: Fluency in Tamil and English is mandatory to communicate effectively with Chennai families.
- Communication Skills: Exceptional active listening skills with high emotional intelligence and empathy (patients and family members calling are often stressed or handling medical emergencies).
- Persuasiveness & Sales Drive: Ability to explain medical service value, address objections calmly, and close sales without being overly aggressive.
- Tech-Savvy: Basic proficiency in using WhatsApp Business, Excel/Google Sheets, CRM tools, and digital payment software.
What We Offer
- Competitive Salary: Fixed monthly salary + performance-based incentives for conversion targets.
- Supportive Team: Direct collaboration with experienced nurse coordinators and technical support staff.
- Impactful Work: Help Chennai families access critical, high-quality medical care at home when they need it most.
Pay: ₹8,624.05 - ₹15,000.00 per month
Work Location: In person
