Contact Centre Executive | Birla Fertility & IVF- Gurgaon

CK Birla Healthcare; Gurugram District; Sur place; INR 300 000 - 540 000; Plein temps

Résumé du poste

Birla Fertility & IVF in Gurugram seeks an Executive / Senior Executive Patient Care Specialist (Inside Sales) to engage prospective patients, understand their needs and counsel them on fertility services, driving consultation bookings and a seamless patient journey.

The role involves handling inbound and outbound calls, follow-ups, lead management, and coordination with center staff to ensure timely conversions and a positive patient experience.

Qualifications

• 2 years of experience in Inside Sales, Telesales, Telecalling, Customer Support, Counselling or CRM.
• Freshers with strong communication and interpersonal skills may be considered.
• Experience in inbound/outbound calling, lead management, follow-ups and sales conversion preferred.
• Strong verbal communication in Hindi and English.

Responsabilités

• Handle inbound and outbound calls with prospective patients and respond to enquiries.
• Understand patient profiles and concerns to recommend suitable fertility services.
• Explain benefits and guide patients to appropriate hospital and doctor.
• Drive lead conversion, consultation bookings and appointment scheduling through effective counselling.
• Maintain regular communication with prospective patients and handhold them throughout the consultation journey.
• Address patient queries and provide accurate information about services and treatment processes.
• Follow up with leads, manage objections and ensure timely conversion.
• Maintain accurate patient information, lead details and follow-up records in the system.
• Achieve daily and monthly calling, follow-up and sales conversion targets.
• Coordinate with internal teams and center staff to ensure a smooth patient experience.
• Build positive relationships with patients through professional, empathetic communication.

Connaissances

Inside Sales

Telecalling

Lead management

Communication skills

Customer relationship building

Description du poste

Dear All,

About the Role

Birla Fertility & IVF is looking for enthusiastic and customer-focused Executive / Senior Executive Patient Care Specialist (Inside Sales) to join our team. The role involves interacting with prospective patients, understanding their requirements, counselling them about our fertility services, driving consultation bookings and ensuring a seamless patient experience through regular follow-ups and effective communication.

Key Responsibilities

• Handle inbound and outbound calls with prospective patients and respond to their enquiries.
• Understand patient profiles, requirements and concerns to recommend suitable fertility services.
• Explain the benefits of our services and guide patients towards the appropriate hospital and doctor.
• Drive lead conversion, consultation bookings and appointment scheduling through effective counselling and follow-ups.
• Maintain regular communication with prospective patients and handhold them throughout their consultation journey.
• Address patient queries and provide accurate information about available services and treatment processes.
• Follow up with interested leads, manage objections and ensure timely conversion.
• Maintain accurate patient information, lead details and follow-up records in the system.
• Achieve assigned daily and monthly calling, follow-up and sales conversion targets.
• Coordinate with internal teams and center staff to ensure a smooth patient experience.
• Build positive relationships with patients through professional, empathetic and effective communication.

Candidate Profile

• 02 years of experience in Inside Sales, Telesales, Telecalling, Customer Support, Counselling or Customer Relationship Management.
• Freshers with strong communication and interpersonal skills may also be considered.
• Experience in inbound/outbound calling, lead management, follow-ups and sales conversion will be preferred.
• Strong verbal communication skills in Hindi and English.
• Knowledge of regional languages such as Tamil, Telugu, Malayalam, Bengali, Gujarati or Odia will be an added advantage.
• Ability to understand customer requirements, handle objections and drive conversions.
• Customer-focused approach with strong interpersonal and relationship-building skills.
• Empathetic and comfortable handling sensitive patient conversations.
• Comfortable working in a 6-day working environment with rotational shifts and rotational week-offs.
• Ability to work from the Gurugram office.

Thanks,
Akashi
HR Team
Birla Fertility & IVF