Ankura Hospitals - Head - Call Center & Lead Conversion

Job Title : Head of Call Center and Lead Conversion

Department: Call Center

Work Experience: 10-15 years in Healthcare Call Center

Location: Hyderabad

Job Summary:

The Lead Management Specialist will oversee and optimize lead generation, qualification, and conversion efforts within the call center. This role is crucial in ensuring that prospective patients are accurately informed, guided, and nurtured throughout their inquiry process, helping to drive admissions and maximize utilization of services. The Specialist will implement and improve strategies for lead follow-ups, maintain data integrity, and support the hospital's mission of providing compassionate care to women and children.

Key Responsibilities:

- Lead Management & Nurturing: Handle all incoming inquiries, including calls, emails, social media inquiries, and online form submissions. Guide prospective patients, families, and referrers with accurate and empathetic information on hospital services. Follow structured call flows and protocols to ensure inquiries are well-informed andassisted, addressing any concerns and facilitating trust-building.

- Lead Qualification & Segmentation: Qualify leads based on preset criteria, including patient requirements, urgency, and service suitability. Segment leads for targeted follow-up strategies, ensuring priority for urgent or high-value leads. Work with the CRM (Customer Relationship Management) system to maintain updated lead statuses.

- Conversion & Follow-Up Strategies: Proactively follow up on unconverted inquiries to maximize lead conversion rates. Develop and execute nurture campaigns for warm leads, including follow-up calls, emails, and SMS reminders. Track conversions and develop insights on common barriers to conversion, reporting findings to management.

- Data Management & Reporting: Ensure accurate data entry for all leads into the CRM system, tracking all relevant lead details. Regularly update lead statuses, noting all communications and actions taken. Prepare daily, weekly, and monthly reports on lead volume, conversion rates, and trends for management.

- Patient Relationship Management: Establish a rapport with prospective patients and their families, ensuring a welcoming and supportive experience. Address concerns, answer questions about the hospitals services, and offer additional information on special services, payment options, and insurance coverages. Act as the initial point of contact for any patient dissatisfaction or inquiries post-lead management.

- Collaboration & Process Improvement: Collaborate with the Marketing, Patient Relations, and Clinical teams to enhance the lead journey. Identify gaps or delays in the lead management process and recommend improvements to streamline workflow. Work closely with the Hospital's CRM team to automate, where feasible, and improve lead capture and follow-up efficiency.

- Quality & Compliance: Ensure adherence to hospital policies, patient privacy, and confidentiality standards. Conduct quality checks on communication scripts, training materials, and lead qualification guidelines. Monitor adherence to service-level agreements (SLAs) and performance metrics, adjusting efforts to meet targets.

Key Skills & Qualifications:

- Educational Requirements: Bachelors degree in Healthcare Management, Marketing, Business Administration, or related field. A diploma or certification in customer relationship management is a plus. - Technical Skills: Proficiency in CRM software, MS Office Suite, and knowledge of patient management systems.

- Communication Skills: Strong verbal and written communication skills in English and Telugu. Must exhibit a compassionate, patient-centered communication style.

- Analytical Ability: Strong data entry skills, with experience in using CRM systems to track, manage, and report on leads.

- Problem-Solving Skills: Ability to handle complex inquiries, resolve issues, and provide empathetic and informed responses.

- Customer Service Orientation: High level of emotional intelligence, active listening skills, and a customer-first approach.

- Compliance Knowledge: Familiarity with patient privacy and confidentiality regulations.