Tele Caller Counseller

Job Purpose

To provide telephonic counselling and support to patients enrolled in Patient Support Programs (PSP) and Patient Assistance Programs (PAP). The role involves patient communication, registration assistance, regular follow-ups, query resolution, documentation, and coordination with internal teams to ensure a positive patient experience and continuity of support.

Key Responsibilities

Make inbound and outbound calls to patients and caregivers to provide program-related information, assistance, and guidance.

Explain program benefits, enrolment procedures, documentation requirements, and medicine fulfilment processes as per approved guidelines.

Assist patients with registration, eligibility verification, consent collection, and completion of required documentation.

Conduct scheduled follow-up calls to track patient requirements, treatment continuity, pending documents, and medicine delivery status.

Address patient queries, resolve routine concerns, and escalate complex cases to the concerned departments.

Coordinate with field counsellors, hospitals, pharmacy, order management, billing, and dispatch teams for timely patient support.

Maintain accurate patient information, call records, follow-up schedules, and case updates in CRM systems.

Maintain professional and empathetic communication to improve patient satisfaction and program engagement.

Ensure patient confidentiality, accurate documentation, and adherence to approved scripts, SOPs, and program guidelines.

Experience & Eligibility

1–2 years of experience in telecalling, healthcare customer support, pharmaceutical operations, or patient counselling.

Graduates with relevant healthcare telecalling experience may apply.

Good command of Kannada, English, and Hindi preferred.

Experience handling inbound/outbound calls and CRM systems will be an advantage.

Pay

₹30,000.00 - ₹40,000.00 per month

Benefits

Health insurance

Leave encashment

Provident Fund

Application Question(s)

Are you from Science/Pharma Background?

Education

Bachelor's (Preferred)

Experience

Customer support

2 years (Preferred)

Work Location

In person