Patient Success Manager ( Sales Experience- Kannada Must ( 1-3 Years )

smiles.ai; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

smiles.ai in Bengaluru is seeking a Patient Success Manager with 1–3 years of sales and patient follow-up experience. You will drive outbound outreach via WhatsApp, calls, and SMS to move treatment plans into appointments and bookings.

You will manage objections, explain treatment options, and maintain CRM records to boost conversions and revenue for the clinic.

Qualifications

• Bachelor's degree in any stream.

Responsibilities

• Daily outreach to patients with pending treatment plans through WhatsApp, calls, and SMS.
• Track follow-up cadence and conversion of treatment plans into scheduled appointments.
• Maintain regular follow-ups until the patient confirms, schedules, or declines treatment.
• Call on the provided patient database to generate revenue and increase the customer base.
• Achieve daily, weekly, and monthly sales, appointment, and revenue targets.
• Convert pending treatment plans and consultations into confirmed appointments and treatment bookings.
• Handle Inside Sales, B2C Sales, Domestic Calling, Outbound Calling, and Cold Calling as required.
• Understand patient needs, treatment requirements, and concerns to guide them toward appropriate treatment options.
• Explain treatment value, benefits, timelines, and available options in a clear and patient-friendly manner.
• Identify sales opportunities from existing patient cases, follow-ups, referrals, missed appointments, and the provided database.
• Handle sales conversations, follow-ups, negotiations, and objections to improve conversion.
• Build and maintain strong patient/client relationships to increase conversions, retention, referrals, and customer base.
• Achieve assigned individual and team goals while maintaining a high level of customer satisfaction.
• Clarify treatment costs, scope, and clinical rationale.
• Explain payment plans, EMI options, and applicable insurance coverage.
• Handle patient objections related to price, timing, clinical doubts, and budget.
• Document objection type and resolution in the CRM.
• Follow up with patients after addressing objections to drive conversion.
• Communicate with patients professionally and empathetically through calls, WhatsApp, SMS, and other approved channels.
• Send pre-appointment information, including documents required, time to allocate, and what to expect.
• Share post-consultation treatment summaries and next steps.
• Handle rescheduling requests and reduce appointment cancellations and no-shows.
• Maintain patience, empathy, and effective communication skills while understanding and addressing customer concerns.
• Maintain documentation of customer queries, requirements, follow-ups, and other relevant details, and communicate them to the appropriate stakeholders.

Skills

Inside Sales

B2C Sales

Telecalling

Outbound Calling

Sales Negotiation

Customer Follow-up

CRM Proficiency

Education

Bachelor's degree

Tools

CRM

Job description

Patient Success Manager ( Sales Experience- Kannada Must ( 1-3 Years )

1-3

Full-Time

1. Case Follow-up

• Daily outreach to patients with pending treatment plans through WhatsApp, calls, and SMS.


• Track follow-up cadence and conversion of treatment plans into scheduled appointments.


• Maintain regular follow-ups until the patient confirms, schedules, or declines treatment.


• Call on the provided patient database to generate revenue and increase the customer base.


• Achieve daily, weekly, and monthly sales, appointment, and revenue targets.


• Convert pending treatment plans and consultations into confirmed appointments and treatment bookings.


• Handle Inside Sales, B2C Sales, Domestic Calling, Outbound Calling, and Cold Calling as required.


• Understand patient needs, treatment requirements, and concerns to guide them toward appropriate treatment options.


• Explain treatment value, benefits, timelines, and available options in a clear and patient-friendly manner.


• Identify sales opportunities from existing patient cases, follow-ups, referrals, missed appointments, and the provided database.


• Handle sales conversations, follow-ups, negotiations, and objections to improve conversion.


• Build and maintain strong patient/client relationships to increase conversions, retention, referrals, and customer base.


• Achieve assigned individual and team goals while maintaining a high level of customer satisfaction.


• Clarify treatment costs, scope, and clinical rationale.


• Explain payment plans, EMI options, and applicable insurance coverage.


• Handle patient objections related to price, timing, clinical doubts, and budget.


• Document objection type and resolution in the CRM.


• Follow up with patients after addressing objections to drive conversion.


• Communicate with patients professionally and empathetically through calls, WhatsApp, SMS, and other approved channels.


• Send pre-appointment information, including documents required, time to allocate, and what to expect.


• Share post-consultation treatment summaries and next steps.


• Handle rescheduling requests and reduce appointment cancellations and no-shows.


• Maintain patience, empathy, and effective communication skills while understanding and addressing customer concerns.


• Maintain documentation of customer queries, requirements, follow-ups, and other relevant details, and communicate them to the appropriate stakeholders.

5. Data, CRM & Reporting

• Log all follow-ups in the patient CRM, including case status, objection, next action, and resolution.


• Maintain accurate records of customer interactions, sales activities, appointments, and conversions.


• Track daily and weekly sales funnel metrics, including:
  
  
  
  • Cases contacted
  
  
  • Appointments scheduled
  
  
  • Treatment conversions
  
  
  • Conversion percentage
  
  
  • Revenue generated
  
  
  • Drop-off reasons
  
  
  • Pending follow-ups
  
  
  
  


• Prepare weekly reports and share relevant insights with the clinic lead.


• Identify trends and recurring customer concerns and communicate them to relevant stakeholders.


• Ensure advance collection/booking before scheduled appointments wherever applicable.


• Follow up on pending payments and treatment decisions.


• Drive referral follow-ups and reminder calls, including post-op and annual checkup opportunities.


• Contribute to achieving clinic revenue, sales, and treatment conversion targets.


• Support overall team efforts by achieving assigned goals and contributing to customer satisfaction and business growth.

Qualifications

• Bachelor's degree in any stream.


• 1–3 years of experience in patient follow-up, customer service, inside sales, B2C sales, telecalling, outbound/cold calling, sales support, healthcare sales, or gym/salon membership roles.


• Proven ability to handle sales conversations, objections, follow-ups, and conversions.


• Strong phone presence with clear, empathetic, persuasive, and professional communication skills.


• Comfortable working with daily, weekly, and monthly sales targets.


• Comfortable with CRM systems, spreadsheets, data entry, and maintaining sales documentation.