Customer Care & Patient Coordinator

• *The Royal Medical Centre (RMC)**

• *Job Summary**

We are looking for a confident, patient\-friendly and result\-oriented Patient Care Advisor \& Sales Coordinator to handle incoming and outgoing calls, explain our treatments, convert enquiries into appointments, and ensure effective follow\-up of all leads.

• *Key Responsibilities**

• Handle incoming enquiries and make outgoing calls to prospective patients and existing leads.
• Explain RMC's treatments, services, packages and appointment procedures clearly.
• Persuade and motivate prospective patients to book consultations and visit the centre.
• Follow up on all leads until an appointment is booked or the lead is appropriately closed.
• Contact patients who missed, cancelled or skipped their scheduled appointments and encourage them to reschedule.
• Maintain accurate call records, lead status, appointment details and follow\-up activities in the CRM.
• Achieve daily call targets, appointment booking targets, patient walk\-in targets and assigned KPIs/KRAs.
• Coordinate with the clinical and front\-office teams to ensure a smooth patient experience.

• *Working Hours \& Call Availability**

The role requires flexibility to handle incoming calls and make follow\-up calls during peak enquiry hours, particularly **6:00 AM–9:00 AM and 5:00 PM–9:00 PM**. Candidates must be willing to attend calls and manage lead follow\-ups during these periods as per the assigned shift schedule.

• *Performance \& Incentives**

• Daily performance will be measured against assigned call, follow\-up, appointment and conversion KPIs/KRAs.
• Performance\-based incentives will be provided for eligible patient walk\-ins, subject to the centre's incentive policy.

• *Candidate Requirements**

• Good communication skills in Malayalam; basic English is preferred.
• Confident telephone communication, persuasion and follow\-up skills.
• Patient\-friendly attitude, patience and a strong sense of responsibility.
• Basic computer knowledge and willingness to use CRM or lead\-management software.
• Prior experience in telecalling, sales coordination, customer service or healthcare is preferred.

• *Employment Type:** Full\-time
• *Department:** Patient Relations \& Business Development
• *Location:** As per centre requirement

• *Ideal Candidate:** Someone who can communicate confidently, follow up consistently, convert enquiries into appointments and contribute to patient acquisition and centre growth.

Pay: ₹11,000\.00 \- ₹25,000\.00 per month

Benefits

• Paid sick time
• Paid time off

Work Location: In person