Job Description Position Overview We are seeking a proactive and patient-focused professional to manage incoming patient enquiries generated through digital channels such as Justdial, Google Ads, Meta (Facebook/Instagram), website forms, and phone calls. The candidate will be responsible for ensuring timely patient engagement, appointment booking, follow-up, consultant coordination, and conversion of enquiries into OPD visits, investigations, procedures, and IPD admissions. --- Key Responsibilities Lead Management - Handle all incoming enquiries received through: - Justdial - Google Ads - Facebook & Instagram Leads - Hospital Website - WhatsApp - Phone Calls - Contact all incoming leads promptly. - Understand patient requirements and guide them regarding available services. - Schedule OPD appointments with appropriate consultants. - Maintain detailed records of all enquiries and follow-ups. Patient Follow-Up - Follow up with patients who have shown interest but have not visited. - Coordinate appointment reminders through calls and WhatsApp. - Track no-show patients and attempt re-engagement. - Ensure high lead-to-OPD conversion rates. OPD & IPD Coordination - Coordinate with consultants regarding appointments and procedures. - Assist patients in admission-related processes. - Coordinate with reception, billing, diagnostics, and ward teams for smooth patient flow. - Follow up on planned surgeries and procedures. - Maintain records of admissions generated through digital enquiries. Digital Lead Tracking - Maintain daily lead registers and conversion reports. - Track source-wise performance of: - Justdial - Google Ads - Facebook/Instagram - Website Enquiries - Generate daily, weekly, and monthly reports. - Identify pending and missed leads for corrective action. Patient Relationship Management - Build positive relationships with prospective and existing patients. - Address patient queries professionally. - Escalate complaints or service issues to management when required. - Maintain confidentiality of patient information. --- Desired Skills - Excellent communication skills in Hindi and English. - Strong telephone etiquette. - Good WhatsApp and email communication skills. - Basic computer proficiency (Excel, Google Sheets, CRM/HIS software). - Ability to coordinate with doctors and hospital departments. - Strong follow-up and persuasion skills. - Patient-centric attitude. --- Qualification - Graduate in any discipline. - Experience in healthcare, hospital marketing, customer relationship management, telecalling, or patient coordination preferred. --- Key Performance Indicators (KPIs) Lead Management - Response time to incoming leads. - Number of leads contacted. - Follow-up completion rate. Conversion Metrics - Lead-to-Appointment Conversion Rate. - Appointment-to-OPD Visit Conversion Rate. - OPD-to-Procedure/Surgery Conversion Rate. - Lead-to-IPD Admission Conversion Rate. Revenue Metrics - Revenue generated from converted leads. - Source-wise revenue contribution. Reporting - Accuracy and completeness of lead records. - Timely submission of daily and monthly reports. --- Reporting To Hospital Management / Marketing Head / Director Working Hours As per hospital policy, including rotational support for enquiry management during peak hours.
Job Type: Permanent
Pay: ₹8,000.00 - ₹15,000.00 per month
Benefits:
Work Location: In person
