Patient Counsellor - Inbound & Outbound Calling

SB Aesthetics · India

SB Aesthetics & Plastic Surgery Hospital is a specialist plastic surgery and aesthetic care centre in Gurugram. The hospital focuses on safe, personalised care, clear patient communication and continuity throughout the consultation, treatment and follow-up journey.

As we expand our team at our Sector 27 facility, we are looking for patient-facing professionals who can communicate confidently, follow up consistently and help prospective patients navigate the consultation process.

This is a full-time, on-site Patient Counsellor – Inbound & Outbound Calling role based in Gurugram.

The role is primarily focused on handling patient enquiries, outbound follow-ups, appointment booking and conversion of relevant enquiries into consultations .

The Patient Counsellor will handle incoming enquiries from prospective and existing patients, make outbound calls to leads and previous enquiries, follow up systematically, schedule consultations and maintain accurate records of patient interactions.

The role requires professional, empathetic communication while working towards appointment and conversion goals. Clinical questions, medical advice and treatment recommendations must be referred to the appropriate doctor or clinical team.

• Handle inbound calls and patient enquiries professionally.
• Make outbound follow-up calls to prospective and existing patients.
• Follow up on enquiries received through phone, website, social media, referrals and other channels.
• Schedule, confirm and coordinate consultation appointments.
• Help suitable prospective patients progress from enquiry to consultation.
• Maintain accurate records of calls, follow-ups, appointments and lead status.
• Update patient and lead information in CRM, spreadsheets or internal systems.
• Coordinate with reception, doctors and the clinical team when required.
• Provide approved information about the consultation process, hospital services and appointments.
• Maintain patient confidentiality and professional communication.
• Work towards agreed appointment-booking and enquiry-conversion goals.

• Strong verbal communication and interpersonal skills.
• Comfortable handling both inbound and outbound calls .
• Prior experience in patient counselling, telecalling, telesales, inside sales, customer relationship management or lead follow-up is preferred.
• Strong follow-up discipline and the ability to manage multiple enquiries.
• Good communication skills in Hindi and English .
• Basic computer proficiency and comfort using CRM systems, spreadsheets, call logs or similar tools.
• Ability to work full-time, on-site in Gurugram.
• Prior experience in healthcare, aesthetics, dermatology, dental, IVF, diagnostics, hospitality or another high-touch customer-facing environment is an advantage.
• Graduate degree preferred; strong relevant experience may also be considered.

This is a patient relationship and appointment-conversion role involving significant inbound and outbound calling . It is not a clinical or psychological counselling position. Medical advice, diagnosis and treatment recommendations are provided only by qualified clinical professionals.

Openings: 3