Counselling Manager

Healing Edge Wellness Center; Hyderabad; On-site; INR 750,000 - 1,250,000; Full time

Job summary

Healing Edge Wellness Center in Hyderabad is seeking a Counselling Manager to oversee patient counselling and coordination across the clinic. The role involves guiding patients and families through available therapies, coordinating with doctors and therapists, and managing the counselling team as the clinic launches.

The ideal candidate will have 2–5 years of healthcare experience, strong communication and empathetic patient handling skills, and fluency in English, Hindi and Telugu.

Qualifications

• Graduate in any discipline.
• 2–5 years in healthcare settings preferred.
• Experience in patient counselling preferred.
• Excellent communication and empathy.
• Fluency in English, Hindi and Telugu preferred.

Responsibilities

• Counselling patients and attendants about therapies and services offered by the clinic.
• Coordinate between patients, doctors, therapists and other departments to ensure smooth treatment journeys.
• Manage and supervise the counselling/front-office patient-care team where applicable.
• Maintain accurate counselling, enquiry, appointment and follow-up records; update CRM/HMS.
• Ensure high standard of patient experience from first enquiry through completion of care.
• Support clinic launch activities and development of counselling workflows and scripts.

Skills

Communication

Counselling

Interpersonal skills

Leadership

Team management

CRM software

Languages

Education

Graduate degree

Tools

CRM / HMS

Job description

Job Opening: Counselling Manager

Location: Hyderabad

Employment Type: Full-Time

Experience: 2-5 years preferred

Industry: Healthcare / Medical & Therapy Clinic

About the Role

We are looking for an experienced and compassionate Counselling Manager to join our upcoming healthcare and therapy clinic.

The Counselling Manager will be responsible for managing the patient counselling function and ensuring that patients and their families receive clear, professional and empathetic guidance regarding the various therapies and services offered by the clinic.

The role involves patient counselling, therapy/service explanation, patient coordination, follow-ups, team coordination and counselling administration, while working closely with doctors, physiotherapists, therapists and the clinic management.

Key Responsibilities

Patient Counselling

• Counsel patients and their attendants regarding the therapies and services available at the clinic.


• Understand patient concerns and requirements and guide them towards the appropriate services as recommended by the clinical team.


• Explain therapy procedures, treatment schedules, expected session frequency, duration and general care processes in a clear and understandable manner.


• Address patient and family queries professionally and empathetically.


• Explain treatment plans and packages accurately without making independent medical diagnoses or promises.


• Help patients understand the importance of following the recommended therapy and follow-up schedule.

Patient Care & Coordination

• Act as a key point of contact for patients throughout their treatment journey.


• Coordinate between patients, doctors, physiotherapists, therapists, reception and other departments.


• Ensure smooth patient flow from consultation and assessment through therapy and follow-up.


• Coordinate appointments, therapy schedules and follow-up visits.


• Follow up with patients regarding missed appointments, pending consultations and recommended therapy sessions.


• Handle patient concerns and complaints professionally and escalates clinical or serious issues to the appropriate authority.

Counselling Team Management

• Manage and supervise the counselling/front-office patient-care team, where applicable.


• Establish and maintain standard counselling procedures and patient communication protocols.


• Train team members on clinic services, patient handling, communication and professional conduct.


• Monitor the quality and consistency of patient counselling.


• Conduct regular reviews of counselling performance and patient feedback.


• Ensure that patients receive accurate and consistent information from the team.

Administration & Reporting

• Maintain accurate patient counselling, enquiry, appointment and follow-up records.


• Update patient information in the clinic's software/CRM/HMS.


• Maintain daily and monthly counselling reports.


• Track enquiries, consultations, therapy recommendations, conversions, follow-ups, cancellations and patient retention.


• Coordinate with the billing/front-office team regarding service and package-related queries.


• Maintain patient confidentiality and ensure proper handling of patient information.

Patient Experience & Relationship Management

• Ensure a high standard of patient experience from the first enquiry through completion of care.


• Build trust and professional relationships with patients and their families.


• Collect and monitor patient feedback.


• Identify recurring patient concerns and recommend improvements to management.


• Support patient retention and continuity of care through ethical counselling and appropriate follow-up.

Clinic Launch & Development

• Participate in pre-opening preparations and training.


• Learn all clinic therapies, services and patient processes before the clinic opens.


• Help develop counselling scripts, FAQs, patient information material and standard operating procedures.


• Assist management in establishing an efficient patient journey and counselling workflow.


• Support awareness programmes, health camps and patient education activities when required.

Candidate Profile

Education:

• Graduate in any discipline.


• Candidates with backgrounds in Healthcare/Hospital Administration, Psychology, Nursing, Physiotherapy, Life Sciences, Social Work or related fields will be preferred.

Experience:

• 2-5 years of experience in a hospital, clinic, rehabilitation centre, physiotherapy centre, wellness/therapy centre or similar healthcare environment.


• Prior experience in patient counselling, patient care, healthcare administration or patient relationship management is highly preferred.


• Experience managing or supervising a counselling/patient-care team will be an advantage.

Required Skills:

• Excellent verbal and written communication skills.


• Strong counselling and interpersonal skills.


• Excellent patient-handling and relationship-management abilities.


• Empathetic, patient and approachable personality.


• Strong organisational and coordination skills.


• Ability to manage multiple patients and responsibilities efficiently.


• Good leadership and team-management skills.


• Basic computer skills and familiarity with CRM/Hospital Management Software.


• Ability to prepare and understand basic reports.


• Professional appearance and conduct.


• Fluency in English, Hindi and Telugu preferred.

Important

The Counselling Manager will provide information and guidance regarding the clinic's services and therapies but will not independently diagnose, prescribe or alter medical treatment. Clinical decisions and medical advice will remain under the responsibility of the qualified medical/clinical team.

Ideal Candidate

We are looking for someone who combines healthcare experience, excellent communication, counselling ability and management skills - someone who can make patients feel comfortable and confident while also ensuring that the counselling function operates efficiently and professionally.

Join us as we build our patient-care team for the launch of our new clinic.