JOB DESCRIPTION
Job Title: Inbound Leads & Patient Coordinator
Experience Level: Minimum 3–5 years in telecalling, customer service, inside sales, lead management, front office or similar. Experience in a skin clinic, healthcare or service industry preferred.
Function: Operations
Location: Juhu, Mumbai
Reports to: Clinic Manager, Dr. Sheth’s Management
Job Summary
Dr. Sheth's Skin & Hair Clinics is looking for an enthusiastic and customer-focused professional to manage all inbound enquiries generated through marketing campaigns, digital advertising, website, WhatsApp and phone calls.
The primary responsibility of this role is to convert enquiries into clinic consultations by understanding patient concerns, answering questions, building confidence and scheduling appointments.
In addition, the candidate will support front desk operations, including appointment scheduling, handling incoming calls, patient registration, follow-ups and other reception-related responsibilities to ensure a seamless patient experience.
Key Duties and Responsibilities
- Handle all inbound enquiries received via phone, WhatsApp, website, CRM and marketing campaigns.
- Understand patient requirements, answer queries, explain treatments and convert enquiries into consultation appointments.
- Execute timely follow-ups, appointment reminders and re-engagement of prospective patients to maximise clinic visits.
- Maintain accurate lead records, update the CRM and track enquiries from first contact to consultation.
- Coordinate appointments with doctors and clinic teams to ensure a smooth patient experience.
- Handle front desk responsibilities including answering calls, welcoming patients, scheduling appointments and supporting patient registration.
- Prepare basic lead conversion and follow-up reports and assist with other operational or administrative tasks as required.
Skills Required
- Excellent communication skills – Strong verbal and written communication in English and Hindi with a clear, confident and professional telephone manner.
- Sales & persuasion – Ability to understand patient concerns, build trust, handle objections and confidently convert enquiries into consultation appointments.
- Customer service orientation – Friendly, empathetic and patient-focused approach with the ability to create a positive first impression and deliver exceptional service.
- Organisation & follow-up – Strong organisational skills with the ability to manage multiple enquiries, prioritise follow-ups and ensure no lead is missed.
- CRM & computer proficiency – Comfortable using CRM software, Microsoft Office, Google Workspace, Email and WhatsApp Business while maintaining accurate records.
- Teamwork & adaptability – A proactive team player with a willingness to learn clinic workflows, support front desk operations and adapt to changing business requirements.
Educational Qualification
- Bachelor’s degree preferred, experience in a similar field can outweigh Graduation.
Pay: From ₹25,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund
Application Question(s):
- Do you have experience working in a skin clinic, or healthcare facility?
Experience:
- Inside sales: 3 years (Preferred)
- Lean management: 3 years (Preferred)
- Telecalling: 2 years (Preferred)
Work Location: In person
