Job Description (JD) – Telecaller / Patient Coordinator

Organization: Calida Rehab Pvt. Ltd.
Position: Telecaller
Department: Admissions & Client Relations
Location: Pune, Maharashtra
Employment Type: Full-Time

Job Summary

Calida Rehab is looking for a compassionate, confident, and result-oriented Telecaller to handle inquiries from patients and their families regarding our psychiatric, mental health, and de-addiction rehabilitation services. The Telecaller will be responsible for managing inbound and outbound calls, counseling prospective clients about available programs, scheduling assessments, and supporting the admission process.

Key ResponsibilitiesCall Handling & Lead Management

• Attend incoming calls from prospective patients, families, and referral partners.
• Make outbound calls to inquiries received through websites, social media, job portals, and other sources.
• Explain Calida Rehab's treatment programs, facilities, and admission procedures.
• Follow up with leads and maintain regular communication until admission closure.
• Maintain a professional, empathetic, and confidential approach during all interactions.

Admission Support

• Coordinate patient assessments and appointments with counselors and doctors.
• Collect basic patient information and maintain accurate records.
• Assist families in understanding treatment plans, costs, and admission requirements.
• Support the admission and onboarding process for new patients.

Data Management & Reporting

• Update CRM, Excel sheets, and lead management systems regularly.
• Maintain records of calls, follow-ups, and admission status.
• Generate daily, weekly, and monthly call reports.
• Ensure proper documentation of all inquiries and conversions.

Relationship Management

• Build trust and rapport with patients and their families.
• Coordinate with psychiatrists, psychologists, counselors, and administrative staff.
• Maintain positive relationships with referral agencies and healthcare partners.

Qualifications

• Minimum Graduate in any discipline.
• Experience in Telecalling, Customer Service, Healthcare, Counseling, or Sales preferred.
• Freshers with excellent communication skills may also apply.

Required Skills

• Excellent communication skills in Hindi, Marathi, and English.
• Active listening and empathetic communication.
• Strong persuasion and counseling skills.
• Basic computer knowledge (MS Office, Email, CRM).
• Ability to handle sensitive conversations professionally.
• Good organizational and follow-up skills.

Preferred Experience

• Telecalling experience in healthcare, rehabilitation centers, hospitals, clinics, or counseling services.
• Experience in admissions counseling or patient coordination is an added advantage.

Salary & Benefits

• Salary: As per experience and performance.
• Incentives based on admissions and performance.
• Training and career growth opportunities.
• Supportive and professional work environment.

Working Hours

• 9:00 AM to 6:00 PM (or as per organizational requirements)
• Weekly Off as per company policy.

Key Attributes

• Compassionate and patient-centric approach.
• Professional ethics and confidentiality.
• Positive attitude and willingness to help individuals seeking recovery.
• Ability to work under pressure and achieve admission targets.

Calida Rehab is committed to helping individuals recover from mental health and addiction-related challenges. We welcome motivated professionals who can effectively guide patients and families toward the right treatment and support.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Paid sick time
• Provident Fund

Work Location: In person