Inside Sales Manager

• Experience in healthcare, hospitals, oncology, diagnostics, IVF, or speciality healthcare.
• Proven ability to manage high-volume inbound leads and follow-up processes.
• Experience supervising inside sales or patient relationship teams.
• Familiarity with healthcare consultation booking and patient engagement workflows.
• Strong analytical skills and experience improving appointment conversion.
• Empathetic, ethical, and patient-centric approach.

• Manage inbound and outbound patient enquiries received through digital marketing campaigns, website, WhatsApp, phone calls, referral channels, and other lead sources.
• Drive consultation bookings and improve lead-to-appointment conversion rates.
• Monitor lead allocation, response timelines, follow-ups, and conversion performance.
• Ensure timely engagement with prospective patients and caregivers.
• Identify and address challenges in the lead conversion funnel.
• Implement structured follow-up processes to minimise lead leakage.
• Ensure all patient communication is accurate, transparent, empathetic, and aligned with approved healthcare communication guidelines.

• Lead, train, motivate, and supervise the inside sales / patient relationship team.
• Allocate leads effectively and monitor individual performance.
• Set daily, weekly, and monthly operational targets.
• Conduct regular team huddles, performance reviews, and call-quality assessments.
• Coach team members on communication, objection handling, patient engagement, and appointment coordination.
• Identify training needs and implement performance improvement plans.
• Ensure adherence to approved calling scripts, patient communication protocols, and quality standards.

• Ensure accurate and timely updating of leads, follow-up activities, consultation bookings, and conversion outcomes in CRM software.
• Monitor CRM hygiene and lead-stage movement.
• Develop and maintain lead tracking dashboards and MIS reports.
• Analyse conversion trends, lead sources, campaign performance, and follow-up effectiveness.
• Coordinate with marketing teams to improve lead quality and lead management.
• Optimise lead workflows to improve response time and operational efficiency.

• Ensure prospective patients receive clear information about appointment availability, consultation processes, centre locations, and relevant administrative requirements.
• Coordinate with doctors' teams, front office, patient coordinators, and hospital operations for appointment scheduling.
• Monitor patient enquiry resolution and service quality.
• Manage escalations professionally and ensure timely resolution.
• Maintain confidentiality of patient information and adhere to applicable data privacy policies.
• Ensure patient decisions remain voluntary and medically informed, without misleading claims, pressure selling, or inappropriate treatment recommendations.
• Refer medical questions, treatment suitability, prognosis, and clinical decisions to qualified healthcare professionals.

• Develop strategies to improve consultation conversion and reduce missed follow-ups.
• Review lead source performance and identify opportunities for process improvements.
• Coordinate with digital marketing teams on campaign feedback, enquiry quality, and conversion patterns.
• Support outreach initiatives and patient engagement campaigns.
• Develop standard operating procedures for lead handling, calling workflows, and escalation management.
• Implement best practices for call monitoring, reporting, and team productivity.

• Prepare daily, weekly, and monthly reports covering lead volumes, enquiries, follow-ups, consultations booked, consultations attended, and conversion rates.
• Monitor team productivity, lead response time, appointment attendance, and pending follow-ups.
• Analyse trends and share actionable insights with management.
• Maintain accurate records and dashboards for performance reviews.

• Graduate in Business Administration, Marketing, Healthcare Management, or a related field.
• MBA in Marketing / Healthcare Management preferred.
• 4–8 years of experience in inside sales, lead conversion, customer engagement, or patient acquisition.
• At least 1–2 years of team handling experience preferred.
• Strong experience with CRM systems, Excel, MIS, and performance reporting.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Strong command of Hindi and English.

• Lead response time
• Lead-to-consultation booking conversion rate
• Consultation attendance / show-up rate
• Follow-up completion rate
• Lead leakage and ageing
• CRM data accuracy
• Team productivity and call quality
• Patient communication quality and satisfaction
• Appointment coordination and escalation resolution

Role Objective: To build a high-performing, patient-centric inside sales function that improves consultation bookings, operational efficiency, and patient engagement while maintaining ethical healthcare communication standards.