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

Location: Nagarbhavi Or Rajajinagar

### Roles & Responsibilities
1. Case Follow-up
- 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.
2. Sales & Treatment Conversion
- 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.
3. Payment Objection Handling
- 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.
4. Patient & Client Communication
- 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.
5. Data, CRM & Reporting
- 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.
6. Revenue Realization
- 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.