Job Summary
QHT Clinic is looking for a proactive and persuasive Date Alignment Executive – Telecalling & Patient Coordination to manage patient communication, surgery scheduling, and pre-surgery coordination after bookings have been confirmed.
The role involves regular telecalling, convincing patients to finalize and adhere to their surgery dates, managing follow-ups, and ensuring patients arrive for their scheduled procedures.
The executive will act as a key communication bridge between patients, clinic operations, doctors, and hotel management, ensuring all necessary arrangements are coordinated smoothly, including accommodation and other facilities wherever applicable under the patient's package.
The ideal candidate should have strong communication, persuasion, follow-up, and coordination skills, with the ability to handle patient concerns and minimize surgery cancellations and no-shows.
Key Responsibilities
1. Telecalling & Patient Follow-Ups
- Make regular outbound calls to patients whose surgery bookings have been confirmed.
- Convince and encourage patients to finalize suitable surgery dates.
- Maintain consistent follow-ups with patients until their scheduled surgery.
- Address patient doubts, hesitation, scheduling concerns, and logistical challenges.
- Build trust and confidence through professional and empathetic communication.
- Send timely reminders and confirmations through calls and WhatsApp.
- Ensure patients remain informed, prepared, and committed to their scheduled procedures.
2. Surgery Date Alignment & Confirmation
- Coordinate with patients to understand their preferred surgery dates and availability.
- Align patient preferences with available surgery slots and clinic schedules.
- Convince patients to confirm dates while addressing genuine scheduling concerns.
- Coordinate with clinic managers and OT teams to finalize surgery schedules.
- Manage surgery date confirmations, postponements, and rescheduling requests.
- Proactively identify patients who may delay or cancel their procedures.
- Minimize last-minute cancellations and patient no-shows through effective communication and follow-ups.
3. Patient, Clinic & Hotel Coordination
- Act as the primary communication bridge between patients, clinic teams, and hotel management.
- Coordinate with clinic operations regarding surgery dates, patient arrival, and reporting times.
- Liaise with hotel management for room availability, reservations, check-in, and check-out arrangements wherever accommodation is included in the patient's package.
- Communicate accommodation details, hotel locations, and relevant instructions to patients.
- Coordinate patient travel and arrival-related requirements wherever applicable.
- Address logistical concerns and ensure smooth communication between all involved parties.
- Escalate operational issues promptly to avoid inconvenience to patients.
4. Pre-Surgery Patient Assistance
- Ensure patients receive accurate information regarding surgery dates, clinic locations, reporting times, and necessary preparations.
- Share pre-surgery instructions as provided by the medical team.
- Follow up on required documents, medical tests, or clearances as instructed by the clinical team.
- Assist patients with queries related to travel, accommodation, and arrival arrangements.
- Coordinate with the appropriate teams to resolve patient concerns before surgery.
- Confirm patient readiness and arrival plans before the scheduled procedure.
5. CRM Management & Reporting
- Maintain accurate patient records, follow-up remarks, and surgery scheduling details in the CRM.
- Update confirmed dates, pending alignments, postponements, cancellations, and patient attendance.
- Maintain daily telecalling and follow-up reports.
- Track upcoming surgeries and patients requiring additional follow-ups.
- Report potential cancellations, scheduling conflicts, and coordination challenges.
- Share regular updates with management regarding confirmed surgery dates and expected patient arrivals.
- Maintain confidentiality of patient information.
Required Skills & Competencies
- Excellent telecalling and verbal communication skills.
- Strong convincing, persuasion, and objection-handling abilities.
- Excellent patient relationship management and follow-up skills.
- Strong coordination and multitasking abilities.
- Ability to handle hesitant patients professionally and empathetically.
- Good organizational and scheduling skills.
- Ability to coordinate with clinic staff, patients, and hotel management.
- Proficiency in CRM software, MS Excel, Google Sheets, and WhatsApp.
- Strong problem-solving skills and attention to detail.
- Ability to work in a target-oriented environment.
Qualifications & Experience
- Graduate in any discipline.
- 1–3 years of experience in telecalling, patient coordination, appointment scheduling, customer support, or healthcare operations.
- Experience in healthcare, hospitals, hair transplant clinics, dermatology, or aesthetic clinics will be preferred.
Candidates with strong telecalling, follow-up, and patient convincing skills are encouraged to apply.
Good communication skills in Hindi and Bengali; working knowledge of English is preferred.
Experience using CRM or lead management software will be an advantage.
Key Performance Indicators (KPIs)
- Number of successful surgery date confirmations.
- Patient follow-up and telecalling efficiency.
- Surgery attendance rate.
- Reduction in patient no-shows and last-minute cancellations.
- Timely coordination of patient accommodation and logistics.
- Surgery scheduling accuracy.
- Patient satisfaction and coordination quality.
- CRM update accuracy and follow-up completion.
Ideal Candidate
We are looking for someone who is confident in telecalling, persuasive in communication, organized in coordination, and committed to ensuring patients attend their scheduled surgeries.
The candidate should be able to independently manage the complete patient coordination journey:
Confirmed Booking → Telecalling → Patient Convincing → Surgery Date Alignment → Clinic & Hotel Coordination → Pre-Surgery Follow-Ups → Patient Arrival
The ultimate goal is to ensure that confirmed bookings translate into actual surgery attendance through consistent follow-ups, effective patient communication, and seamless coordination between patients, clinics, and accommodation partners.