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

Location: Nagarbhavi Or Rajajinagar

Roles & 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.

• 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.
• Reduce case abandonment after consultation.
• 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.
• Strong client/customer relationship management skills.
• Comfortable with CRM systems, spreadsheets, data entry, and maintaining sales documentation.
• Local language fluency preferred (Kannada for Bangalore).
• No clinical background required.