Tele Counsellor

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟯𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟱𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟯-𝟱 𝗟𝗣𝗔)

Experience: 1+ yrs

Location: Bangalore, Mumbai

As a Tele Counsellor, you will act as a vital link between healthcare providers and patients, delivering empathetic, evidence‑based 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.

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀

• Initiate outbound calls to patients for follow‑up and adherence checks.

• Respond to inbound patient queries regarding medication usage, side effects, and dosage instructions.

• Document all patient interactions accurately in CRM and maintain confidentiality.

• Coordinate with clinical teams to arrange appointments and referrals when needed.

• Provide education on disease management, lifestyle modifications, and preventive health measures.

• Escalate complex or urgent patient concerns to supervisors or medical professionals promptly.

• Monitor and report key performance indicators such as call volume, resolution rate, and patient satisfaction scores.

• Participate in regular training sessions to stay updated on healthcare regulations and product knowledge.

• Uphold data protection and privacy policies consistently during all interactions.

• Collaborate with cross‑functional teams to identify and implement process improvements.

𝗪𝗵𝗮𝘁 𝗠𝗮𝗸𝗲𝘀 𝗬𝗼𝘂 𝗮 𝗚𝗿𝗲𝗮𝘁 𝗙𝗶𝘁

• Minimum of 1+ year experience in telecalling or customer support within the healthcare sector.

• Excellent verbal communication and active listening skills in English and at least one local language.

• Demonstrated ability to handle difficult conversations with empathy and professionalism.

• Familiarity with medical terminology and basic pharmacology.

• Strong computer literacy, including proficiency with CRM systems and Microsoft Office.

• Proven track record of meeting or exceeding call quality and productivity metrics.

• Ability to work independently while maintaining effective collaboration with a remote team.

• Commitment to continuous learning and staying informed about industry best practices.

• Basic knowledge of data privacy regulations such as HIPAA or local equivalents.

• Flexibility to adapt to changing call schedules and dynamic work priorities.