Telecaller – Patient Coordination & Lead Management

Company Description Surgistone Healthcare is a privately held healthcare organization dedicated to delivering high-quality medical care supported by strong clinical expertise. Guided by the ethos “Care you deserve. Expertise you need.”, the company focuses on patient-centered services and professional standards. Its operations are structured to ensure that patients receive compassionate, reliable, and efficient care. Surgistone Healthcare promotes a culture of responsibility, respect, and continuous improvement for both clinical and non-clinical team members.
Role Description This is a full-time, on-site role based in Delhi for a Telecaller - Patient Coordination & Lead Management. The role involves making and receiving calls to prospective patients and existing patients, explaining services, and answering basic queries with clarity and empathy. The telecaller will manage incoming leads, document call details, update patient and lead records in internal systems, and follow up on inquiries to support appointment bookings. Daily tasks include coordinating with clinical and administrative teams on schedules, confirming appointments and procedures, and ensuring patients receive timely information and reminders. The role also includes tracking lead conversion, escalating complex questions to relevant departments, and contributing to a smooth and professional patient experience.
Qualifications
Strong communication and interpersonal skills, including clear telephone etiquette and the ability to handle patient conversations with empathy and professionalism.
Basic computer literacy and experience with CRM tools or hospital management systems for data entry, lead tracking, and record maintenance.
Organizational and time-management skills to manage multiple calls, follow-ups, and appointment coordination efficiently.
Customer service or patient-facing experience in healthcare, diagnostics, or related service industries is preferred.
Ability to work on-site in Mumbai, collaborate with cross-functional teams, and adapt to a structured process-driven environment.
Proficiency in English and local languages commonly used in Mumbai; ability to explain medical services in simple, understandable terms.
Minimum educational qualification of a high school diploma; a graduate degree in any discipline is an advantage.
Comfort with shift-based schedules, adherence to confidentiality standards, and a commitment to ethical, non-discriminatory patient interactions.

Work arrangement
No