Call Center Executive

Neelkanth Hospital; Gurugram District; On-site; INR 180,000 - 300,000; Full time

Job summary

Neelkanth Hospital in Gurugram is seeking an experienced call center professional to handle outbound calls to prospective infertility patients and manage inbound leads from digital campaigns. You will explain IVF services, schedule doctor consultations, and maintain CRM records in Zoho CRM.

Role requires 1–3 years in telecalling/healthcare, strong English/Hindi communication, and the ability to coordinate with counselling, clinical, front-desk, and marketing teams.

Qualifications

• 1-3 years of experience in telecalling, call centre, patient counselling, healthcare sales, IVF/fertility, hospital, or clinic operations.
• Experience in IVF/fertility or healthcare industry will be an advantage.
• Familiarity with Zoho CRM is preferred.
• Good verbal communication skills in English and Hindi; knowledge of will be an advantage.
• Strong interpersonal and active-listening skills.

Responsibilities

• Make outbound calls to prospective patients interested in infertility, IVF, IUI, and other fertility treatments.
• Handle inbound leads generated through digital marketing campaigns, social media, referrals, website enquiries, and walk-ins.
• Understand patient requirements and provide accurate information about IVF services, treatment options, consultation process, and clinic services
• Explain the basic IVF treatment journey, process flow, timelines, and consultation procedure in a clear and patient-friendly manner.
• Schedule and confirm doctor consultations and appointments.
• Follow up with prospective patients through calls and other approved communication channels to improve lead conversion.
• Maintain regular follow-ups with leads who require additional time before booking a consultation.
• Record and update all lead interactions, call outcomes, follow-ups, and appointment details in Zoho CRM.
• Ensure that all leads are properly tracked and moved through the appropriate stages in Zoho CRM.
• Coordinate with the counselling, clinical, front-desk, and marketing teams for smooth patient handling.
• Maintain accurate patient enquiry records and ensure timely follow-up on pending leads.
• Achieve assigned daily/weekly/monthly calling, follow-up, appointment, and conversion targets.
• Handle patient queries professionally while maintaining empathy, confidentiality, and sensitivity, particularly when discussing infertility-related concerns.
• Escalate medical or clinical questions to the appropriate doctor/clinical team rather than providing medical advice independently.

Skills

Telecalling

Patient counselling

Lead follow-up

Interpersonal skills

English/Hindi

Tools

Zoho CRM

Job description

Key Responsibilities

• Make outbound calls to prospective patients interested in infertility, IVF, IUI, and other fertility treatments.


• Handle inbound leads generated through digital marketing campaigns, social media, referrals, website enquiries, and walk-ins.


• Understand patient requirements and provide accurate information about IVF services, treatment options, consultation process, and clinic services.


• Explain the basic IVF treatment journey, process flow, timelines, and consultation procedure in a clear and patient-friendly manner.


• Schedule and confirm doctor consultations and appointments.


• Follow up with prospective patients through calls and other approved communication channels to improve lead conversion.


• Maintain regular follow-ups with leads who require additional time before booking a consultation.


• Record and update all lead interactions, call outcomes, follow-ups, and appointment details in Zoho CRM.


• Ensure that all leads are properly tracked and moved through the appropriate stages in Zoho CRM.


• Coordinate with the counselling, clinical, front-desk, and marketing teams for smooth patient handling.


• Maintain accurate patient enquiry records and ensure timely follow-up on pending leads.


• Achieve assigned daily/weekly/monthly calling, follow-up, appointment, and conversion targets.


• Handle patient queries professionally while maintaining empathy, confidentiality, and sensitivity, particularly when discussing infertility-related concerns.


• Escalate medical or clinical questions to the appropriate doctor/clinical team rather than providing medical advice independently.

Candidate Requirements

• 1-3 years of experience in telecalling, call centre, patient counselling, healthcare sales, IVF/fertility, hospital, or clinic operations.


• Experience in IVF/fertility or healthcare industry will be an advantage.


• Familiarity with Zoho CRM is preferred.


• Good verbal communication skills in English and Hindi; knowledge of will be an advantage.


• Strong interpersonal and active-listening skills.

CONTACT US : 9217143912