๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ฏ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฑ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ฏ-๐ฑ ๐๐ฃ๐)
Experience: 1+ yrs
Location: Bangalore, Mumbai
As a Tele Counsellor, you will act as a vital link between healthcare providers and patients, delivering empathetic, evidenceโbased support and guidance over the phone. Your role requires a blend of strong telecalling skills, deep understanding of healthcare processes, and the ability to communicate complex information in a clear and compassionate manner. You will handle patient inquiries, provide medication counseling, facilitate appointment scheduling, and ensure all interactions meet compliance and quality standards. Working remotely, you will contribute to improving patient outcomes and enhancing overall service satisfaction through reliable, responsive, and professional communication.
Requirements
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โข Initiate outbound calls to patients for followโup and adherence checks.
โข Respond to inbound patient queries regarding medication usage, side effects, and dosage instructions.
โข Document all patient interactions accurately in CRM and maintain confidentiality.
โข Coordinate with clinical teams to arrange appointments and referrals when needed.
โข Provide education on disease management, lifestyle modifications, and preventive health measures.
โข Escalate complex or urgent patient concerns to supervisors or medical professionals promptly.
โข Monitor and report key performance indicators such as call volume, resolution rate, and patient satisfaction scores.
โข Participate in regular training sessions to stay updated on healthcare regulations and product knowledge.
โข Uphold data protection and privacy policies consistently during all interactions.
โข Collaborate with crossโfunctional teams to identify and implement process improvements.
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โข Minimum of 1+ year experience in telecalling or customer support within the healthcare sector.
โข Excellent verbal communication and active listening skills in English and at least one local language.
โข Demonstrated ability to handle difficult conversations with empathy and professionalism.
โข Familiarity with medical terminology and basic pharmacology.
โข Strong computer literacy, including proficiency with CRM systems and Microsoft Office.
โข Proven track record of meeting or exceeding call quality and productivity metrics.
โข Ability to work independently while maintaining effective collaboration with a remote team.
โข Commitment to continuous learning and staying informed about industry best practices.
โข Basic knowledge of data privacy regulations such as HIPAA or local equivalents.
โข Flexibility to adapt to changing call schedules and dynamic work priorities.