Telesales Executive - Patient Relationship & Delivery Coordination

Role Overview

We are seeking a dedicated and customer-oriented professional to efficiently manage communication with patients, coordinate medicine deliveries, and enhance customer retention for our healthcare services. The candidate must have excellent communication abilities, strong organizational skills, and prioritize patient care to ensure smooth service execution and sustained customer satisfaction.

Core Responsibilities

• Contact patients to confirm and schedule medicine deliveries.
• Liaise with logistics staff and delivery personnel to guarantee prompt dispatches.
• Monitor delivery activities using WhatsApp groups, tracking rider assignments, dispatch stages, and delivery confirmations.
• Send reminders to patients regarding refills, follow-ups, and maintenance dosages to promote continuous treatment adherence.
• Perform routine follow-up calls aimed at increasing patient compliance and satisfaction.
• Address patient inquiries, complaints, and escalations with professionalism ensuring swift resolution.
• Reach out to inactive or lost patients to boost retention rates.
• Develop and nurture relationships with patients, hospitals, physicians, and retail chemists.
• Design marketing materials including pamphlets, brochures, and promotional creatives.
• Manage and update company profiles regularly on platforms such as LinkedIn and IndiaMART as well as other digital and community channels.
• Assist lead generation and sales growth efforts through proactive outbound calls and persistent follow-ups.
• Keep detailed records of patient interactions, delivery schedules, and follow-ups.
• Collaborate with internal teams to ensure a streamlined customer journey from order placement through delivery completion.

Performance Metrics

• Maintain a patient and customer retention rate exceeding 80%.
• Guarantee timely follow-ups for scheduled refills and reminders.
• Ensure high rates of on-time delivery coordination and communication precision.
• Deliver rapid resolution for all patient escalation cases.
• Execute consistent digital marketing operations and customer engagement initiatives.
• Achieve improved reactivation of dormant patients and foster repeat business.

Desired Skills and Experience

• Fluent verbal communication skills in Hindi and English.
• Proficient customer service and relationship management capabilities.
• Working knowledge of MS Excel, WhatsApp Business, and essential computer applications.
• Ability to handle multiple tasks and collaborate with diverse teams.
• Creativity in social media management and marketing content creation.
• Relevant experience in healthcare, pharmaceutical distribution, telecalling, customer support, or logistics coordination is an advantage.

Eligibility and Qualifications

Candidates must hold a graduate degree in any discipline. Preference given to individuals with 1 to 3 years of experience in customer support, telecalling, healthcare coordination, logistics, or pharmaceutical operations.