Job Title: Patient Relationship Manager & Financial Counsellor (Fertility Services)
*Location:* Pozitiv Fertility – IVF, Andrology, Gynaecology & Laparoscopy, Kompally, Hyderabad
*Employment Type:* Full-Time
About Pozitiv Fertility
Pozitiv Fertility is a specialized fertility, IVF, and reproductive healthcare center committed to providing compassionate, ethical, and evidence-based fertility care. We are seeking a confident, patient-centric professional to serve as the first point of contact for prospective patients while guiding them through treatment plans, financial counselling, and package discussions.
Key Responsibilities
Patient Relationship Management
* Handle all incoming patient enquiries through phone calls, WhatsApp, website forms, and walk-ins.
* Receive and respond to approximately 5–20 new patient enquiries per day in a professional and empathetic manner.
* Build rapport with prospective patients and facilitate appointment bookings.
* Follow up with leads and ensure timely conversion into consultations.
* Coordinate patient communication before and after consultations.
CRM & Lead Management
* Update all enquiries, follow-ups, appointments, and patient interactions in the clinic CRM/Cloud-based management system.
* Maintain accurate lead records and ensure no enquiry is missed.
* Generate daily and weekly lead tracking reports.
* Monitor enquiry-to-consultation and consultation-to-treatment conversions.
Financial Counselling & Package Discussion
* Counsel patients regarding treatment options including:
Fertility Evaluation Packages
* IUI (Intrauterine Insemination)
* IVF/ICSI Cycles
* Surgical Fertility Procedures
* Andrology Procedures
* Fertility Preservation Services
* Explain treatment packages, inclusions, exclusions, payment schedules, and financing options.
* Discuss treatment costs confidently and transparently in accordance with approved clinic pricing.
* Obtain doctor approval for customized quotations, discounts, or exceptional pricing requests.
* Assist patients in making informed financial decisions while maintaining ethical counselling standards.
Patient Experience
* Ensure a warm, welcoming, and premium patient experience.
* Address patient concerns with empathy and professionalism.
* Coordinate with doctors, nursing staff, embryologists, and administration teams to ensure smooth patient journeys.
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Required Qualifications
* Bachelor's Degree in any discipline.
* Minimum 2–5 years of experience in:
* Fertility Centres (preferred), OR
* IVF Hospitals, OR
* Premier Corporate Hospitals.
* Prior experience in patient counselling, relationship management, or healthcare sales is highly desirable.
## Required Skills
* Fluent spoken and written *English and Telugu*.
* Excellent communication and interpersonal skills.
* Confident in discussing treatment plans and healthcare packages.
* Strong customer service orientation.
* Comfortable handling patient objections and queries.
* Proficiency in CRM software, Microsoft Excel, and basic computer applications.
* Professional appearance and positive attitude.
* Ability to maintain confidentiality and handle sensitive fertility-related discussions.
## Preferred Candidate Profile
* Experience in IVF/Fertility counselling will be given strong preference.
* Energetic, confident, and target-oriented personality.
* Ability to convert enquiries into consultations and treatment registrations.
* Strong organizational and follow-up skills.
* Capable of working in a fast-paced healthcare environment while maintaining compassion and professionalism.
## Key Performance Indicators (KPIs)
* Lead response time.
* Appointment booking conversion rate.
* Consultation-to-treatment conversion rate.
* CRM data accuracy and completeness.
* Patient satisfaction and feedback scores.
* Follow-up compliance and enquiry closure rates.
Salary: Competitive and commensurate with experience, with performance-linked incentives for eligible candidates.
Pay: ₹15,419.12 - ₹37,460.28 per month
Work Location: In person
