JOB DESCRIPTIONConsultation Coordinator
About DAMOH’S
DAMOH’S is a doctor-led aesthetic and lifestyle clinic focused on personalised skin, hair and body transformations.
Our approach combines medical expertise with an understanding of modern lifestyles to help people achieve meaningful improvements and feel more confident in themselves.
Purpose of the Role
The Lead Conversion & Consultation Coordinator will manage prospective patients from the time an enquiry is received until the person checks in at the clinic for a prepaid consultation.
The role involves understanding the prospect’s concern, conducting a structured pre-consultation conversation, guiding them through the consultation preparation process, collecting the ₹1,000 consultation fee, booking the appropriate appointment and following up until the prospect arrives at the clinic.
This is not a routine telecalling role. It requires empathy, structured communication, disciplined follow-up and the ability to convert interest into action without using aggressive sales tactics.
Lead Sources
The coordinator will manage leads received through:
- Facebook and Instagram advertising
- Webinars hosted by Dr. Anju Shah
- Website and WhatsApp enquiries
- Patient referrals
- Professional and business networks
- Partnerships and promotional activities
- Existing and inactive lead databases
- Other marketing channels introduced by DAMOH’S
Key Responsibilities1. Lead Management
- Respond promptly to all new leads assigned.
- Contact leads through calls and approved WhatsApp communication.
- Understand the source, primary concern, interest level and readiness of each lead.
- Prioritise high-intent leads while maintaining timely follow-up with the complete database.
- Ensure every lead has an updated status and clearly defined next action.
2. Pre-Consultation
- Conduct a structured pre-consultation conversation to understand the prospect’s skin, hair, body or lifestyle concern.
- Capture relevant information using the DAMOH’S pre-consultation format.
- Briefly explain the DAMOH’S doctor-led consultation process.
- Educate the prospect about what to expect during the clinic consultation.
- Guide the prospect regarding investigations or blood tests only according to protocols approved by Dr. Anju.
- Collect available reports and relevant information before the appointment.
- Escalate medical questions, complex cases or uncertain situations to the doctor or management.
3. Webinar Conversion
- Contact webinar registrants and attendees according to the prescribed follow-up process.
- Understand whether the participant requires an individual consultation.
- Convert interested webinar participants into structured pre-consultations.
- Follow up with people who registered but did not attend, wherever appropriate.
- Maintain webinar-wise records of leads, conversations, bookings, payments and check-ins.
4. Appointment Booking and Payment
- Explain the ₹1,000 doctor consultation fee clearly and confidently.
- Share the approved payment link and follow up for payment.
- Coordinate a suitable consultation date and time based on clinic availability.
- Treat the appointment as confirmed only after the consultation fee has been received.
- Record the payment and appointment accurately in the prescribed systems.
- Avoid overbooking and ensure appointments are scheduled in the desired clinic slots.
5. Appointment Attendance
- Send appointment confirmations, preparation instructions and reminders.
- Confirm attendance before the scheduled consultation.
- Follow up on pending blood work or other required preparation.
- Identify possible cancellations early and reschedule where appropriate.
- Maintain contact with the prospect until they arrive at the clinic.
- Recover cancellations and no-shows through timely follow-up.
- Ensure a smooth handover to the Center Manager when the prospect checks in.
6. Data Management and Reporting
- Maintain complete and accurate lead records in the DAMOH’S Daily Sales Report, Google Sheets, Wix or other prescribed systems.
- Update calls, conversations, pre-consultations, payments, appointments, follow-ups, check-ins and lost-lead reasons.
- Ensure that no lead is left without a status or next follow-up date.
- Submit daily and weekly funnel performance reports.
- Highlight common objections, lead-quality issues and campaign-level observations to management.
- Maintain strict confidentiality of patient and business information.
Key Performance Indicators
The role will be evaluated primarily on:
- Leads Spoken ToNumber of unique leads with whom a meaningful two-way conversation was completed.
- Appointments BookedNumber of prospects who agreed to a consultation and selected an appointment slot.
- ₹1,000 Consultation Fees CollectedNumber and total value of prepaid doctor consultations successfully collected.
- Consultation Check-insNumber of booked prospects who arrived and checked in at the clinic.
Supporting performance measures will include:
- Speed of first response
- Pre-consultations completed
- Lead-to-appointment conversion rate
- Appointment-to-payment conversion rate
- Paid appointment-to-check-in rate
- Follow-up compliance
- Accuracy and completeness of lead records
- Reactivation of older leads
- Webinar-to-consultation conversion
Role Ownership
The Lead Conversion & Consultation Coordinator owns the prospect from:
Lead received → Conversation → Pre-consultation → Payment → Appointment → Clinic check-in
Once the prospect checks in at the clinic, primary ownership transfers to the Center Manager.
Clinical and Commercial Boundaries
The coordinator will not:
- Diagnose medical or aesthetic conditions
- Recommend treatments independently
- Interpret blood reports
- Prescribe investigations outside approved protocols
- Make unrealistic claims or guarantee results
- Negotiate or discount treatment prices
- Close treatment packages unless specifically authorised
All communication must remain warm, honest, professional and consistent with the DAMOH’S doctor-led approach.
Candidate Profile
- Graduate in any discipline
- 2 to 5 years of experience in lead conversion, inside sales, patient coordination, healthcare counselling, premium customer service or appointment booking
- Experience in a clinic, hospital, diagnostics centre, wellness business, education counselling or premium service business would be preferred
- Strong spoken Hindi and English
- Clear, warm and confident telephone communication
- Comfortable discussing consultation fees and requesting payment
- Strong listening, objection-handling and follow-up skills
- Comfortable working with targets and daily performance reporting
- Able to use WhatsApp, Google Sheets, booking systems and basic CRM tools
- Organised, persistent and attentive to detail
Ideal Behavioural Qualities
The ideal candidate should be:
- Warm but not casual
- Persuasive but not pushy
- Persistent without becoming intrusive
- Empathetic while remaining commercially aware
- Disciplined about follow-ups and documentation
- Comfortable taking ownership of conversion targets
- Respectful of medical boundaries and patient confidentiality
- Professional in language, conduct and appearance
Working Structure
- Full-time, WFH. Mumbai
- Monday to Saturday, according to clinic operating requirements
- May require coordination around webinar schedules and campaign activity
- Performance will be reviewed through daily funnel tracking and monthly conversion targets
Employment Conditions
- This is a virtual, work-from-home position.
- The candidate must have a laptop or desktop, smartphone, reliable high-speed internet connection and a quiet, professional calling environment.
- The candidate must remain available and responsive throughout the agreed working hours.
- All calls, lead updates, follow-ups, payments and appointments must be recorded in the prescribed systems.
- The candidate will undergo a 10-day critical evaluation period, followed by a standard probation period of three months.
- Working hours, attendance, weekly offs, leave eligibility and other terms will be governed by the company’s prevailing HR policies.
- Performance will be assessed through daily activity, process compliance and achievement of agreed conversion KPIs.
- The candidate must attend daily review calls, training sessions and other virtual meetings as required.
- Occasional visits to the DAMOH’S clinic may be required for training, review or team coordination with reasonable prior notice.
- Patient information, lead data, reports, payment information and internal business processes must be treated as strictly confidential.
- Company data must not be stored, forwarded or shared through unauthorised devices, accounts or applications.
- The candidate must follow all approved communication, pre-consultation and clinical escalation protocols.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Paid sick time
- Paid time off
Work Location: Hybrid remote in Mumbai, Maharashtra (Mumbai, Mumbai District)
