Telecalling Executive

Location:

Ivory Dental Clinic, Navi Mumbai

About the Role

We are looking for a professional, organized, and patient-focused Telecaller / Appointment Coordinator to manage patient communication and appointment scheduling at our reputed dental clinic.

The role requires someone who can handle a high volume of calls, manage patient data efficiently, coordinate appointments smoothly, and contribute to treatment conversions without creating pressure or disruption in the clinic environment.

The ideal candidate should be calm under pressure, well-spoken, organized with data, and capable of maintaining a positive experience for every patient who contacts the clinic.

Key Responsibilities

1. Patient Communication

• Handle incoming and outgoing patient calls in a professional and courteous manner.

• Provide accurate information about treatments, consultations, and appointments.

• Communicate clearly and politely with patients of different backgrounds.

• Maintain excellent phone etiquette at all times.

2. Appointment Management

• Schedule, reschedule, and confirm appointments efficiently.

• Maintain an organized appointment calendar to ensure smooth clinic flow.

• Manage waiting lists and optimize appointment slots to reduce idle time and patient wait time.

• Coordinate with doctors and clinic staff regarding schedules.

3. Data Handling

• Maintain and update patient records, enquiry data, and appointment logs.

• Ensure accurate entry of patient details in the clinic management system.

• Track patient follow-ups, pending treatments, and appointment confirmations.

4. Follow-ups & Patient Conversion

• Conduct timely follow-up calls with patients who have pending treatments or missed appointments.

• Communicate treatment benefits in a supportive and informative manner.

• Help improve treatment acceptance while ensuring patients never feel pressured.

5. Clinic Coordination

• Coordinate with doctors, assistants, and front desk staff to maintain a smooth patient flow.

• Ensure appointments are scheduled realistically to avoid overcrowding or delays in the clinic.

6. SOP Compliance

• Follow clinic Standard Operating Procedures (SOPs) strictly.

• Maintain confidentiality of patient information.

• Represent the clinic with professionalism and integrity.

Required Skills & Qualities

Communication Skills

• Clear and confident speaking ability

• Good command of English, Hindi (and preferably Marathi)

• Ability to communicate politely and patiently

Organizational Skills

• Strong ability to handle large amounts of patient data

• Ability to work in a fast-paced environment

Pressure Handling

• Capable of managing high call volumes and busy appointment schedules

• Calm, composed, and solution-oriented under pressure

Sales Awareness

• Ability to explain treatments and encourage appointment booking

• Improve patient conversions without creating pressure or discomfort

Professional Behavior

• Respectful toward doctors, staff, and patients

• Maintains a positive and supportive work environment

• Displays good workplace etiquette and teamwork

Basic Calling Etiquette Required

• Always greet patients politely and introduce the clinic.

• Listen carefully to patient concerns before responding.

• Speak clearly, calmly, and respectfully.

• Never interrupt or rush the patient.

• Maintain patience even during busy hours.

• End every call by confirming the next step (appointment / follow-up / information).

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.