Job Description: Hospital Telephone Marketing Agent (Telecaller)
Job Title: Hospital Telephone Marketing Agent / TelecallerDepartment: Marketing & Patient RelationsLocation: Suncoast Hospital, BangaloreReports To: Marketing Manager / Hospital Administrator
Job Summary
The Hospital Telephone Marketing Agent is responsible for generating patient appointments, following up on inquiries, educating patients about hospital services, and building long-term relationships through professional telephone communication. The goal is to convert inquiries into OPD visits while maintaining high patient satisfaction.
Key Responsibilities
1. Lead Management
- Call patients who have enquired through Meta Ads, Google Ads, website, WhatsApp, or walk-ins.
- Respond to missed calls and online inquiries within 15 minutes.
- Explain hospital services and available specialists.
- Convert leads into confirmed appointments.
2. Appointment Booking
- Schedule OPD appointments.
- Coordinate appointments based on doctor availability.
- Send appointment confirmation via WhatsApp/SMS.
- Remind patients 24 hours before their appointment.
3. Patient Follow-up
- Follow up with patients who missed appointments.
- Check on patients after consultations and encourage follow-up visits.
- Contact patients due for repeat consultations or procedures.
4. Service Promotion
Promote:
- Spine Clinic
- Pain Management Clinic
- Neuro Rehabilitation
- Neurosurgery
- General Medicine
- Pulmonology
- Orthopedics
- Health Check-up Packages
- Physiotherapy
- Varicose Vein Treatment
- Elderly Care Services
5. Lead Documentation
Maintain records of:
- Patient name
- Phone number
- Source of enquiry
- Health concern
- Doctor assigned
- Appointment status
- Follow-up date
- Outcome
6. Customer Relationship
- Address patient queries politely.
- Explain procedures, consultation charges, and directions to the hospital.
- Escalate complex medical questions to doctors or nursing staff.
- Maintain confidentiality of patient information.
7. Daily Reporting
Submit daily reports including:
- Calls made
- Calls answered
- Appointments booked
- Confirmed visits
- No-shows
- Follow-up calls
- Conversion percentage
Daily Targets (Example)
Activity
Target
Outbound calls
100–120/day
Follow-up calls
40/day
New appointments
12–20/day
Appointment confirmation rate
>70%
Patient satisfaction
>90%
Required Skills
- Excellent communication in Kannada, English, and Hindi (Tamil/Telugu is an advantage)
- Friendly and empathetic telephone etiquette
- Basic computer skills (Excel, Google Sheets, CRM)
- Ability to handle objections professionally
- Strong persuasion and relationship-building skills
- Time management and multitasking
Qualifications
- Minimum: PUC/12th Pass
- Preferred: Graduate
- Experience: 1–3 years in hospital telecalling, healthcare marketing, or customer service
Key Performance Indicators (KPIs)
- Number of calls made
- Appointment booking rate
- Lead-to-appointment conversion rate
- Appointment show-up rate
- Patient satisfaction score
- Monthly revenue generated from booked appointments
- Follow-up completion rate
Performance Incentives (Example)
- Fixed salary
- Incentive for OPD appointments that attend
- Additional incentive for conversion to procedures/surgeries (where applicable)
- Monthly bonus for achieving conversion targets
- Recognition awards for top performers
Code of Conduct
- Maintain patient confidentiality at all times.
- Do not provide medical advice or promise treatment outcomes.
- Communicate honestly and professionally.
- Follow hospital policies and ethical marketing practices.
- Ensure all promotional information is accurate and approved by the hospital.
This role is critical in improving patient access to care, increasing OPD footfall, and supporting the hospital’s ethical growth through timely follow-up and excellent patient communication.
Pay: ₹10,000.00 - ₹29,031.69 per month
Benefits:
Ability to commute/relocate:
- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)
Language:
- Kannada ,English Hindi (Preferred)
Work Location: In person
