Qureos Mentor

Santhora Health And Wellness Private Limited

Job Description: International Patient CounsellorLocation: New Delhi, IndiaDepartment: International Patient ServicesReports To: Manager &ndash; International OperationsPosition OverviewThe International Patient Counsellor serves as the first point of contact for international patients seeking medical treatment in India. The role involves understanding patients&rsquo; medical needs, guiding them through the treatment process, and coordinating between the patients, hospital teams, and internal departments to ensure a smooth and transparent healthcare journey.Key Responsibilities1. Lead Management &amp; Initial Interaction<ul><li>Respond promptly to new patient inquiries and leads generated through online platforms, partner networks, or referral channels.</li><li>Establish direct communication (via phone, WhatsApp, email, or video call) with the patient or attendant.</li><li>Understand and assess the patient&rsquo;s medical condition, treatment requirements, and expectations.</li></ul>2. Case Understanding &amp; Documentation<ul><li>Collect detailed medical history, diagnostic reports, prescriptions, and any relevant clinical documents.</li><li>Seek clarifications or additional documents when required to ensure a complete case profile.</li><li>Maintain confidentiality and handle patient data in compliance with data protection and medical ethics standards.</li></ul>3. Coordination with Hospital &amp; Medical Team<ul><li>Liaise with partner hospitals and medical coordinators to arrange online consultations with specialists.</li><li>Facilitate medical opinion, treatment plan, and cost estimate from the hospital.</li><li>Follow up with hospital teams to ensure timely response and accurate information delivery.</li></ul>4. Patient Counselling &amp; Support<ul><li>Communicate the treatment plan, doctor feedback, and quote to the patient in a clear and empathetic manner.</li><li>Address patient queries regarding procedures, hospital facilities, travel, and accommodation.</li><li>Assist patients in understanding visa requirements, travel plans, and pre-arrival processes (if needed).</li></ul>5. System &amp; Reporting<ul><li>Update and manage patient lead information, follow-up status, and interaction history in the internal IT system/CRM.</li><li>Track lead progress from inquiry to conversion and report daily/weekly activity updates to the manager.</li><li>Support the marketing and operations teams with insights on lead trends, patient concerns, and process improvements.</li></ul>Key Skills &amp; Competencies<ul><li>Excellent communication and interpersonal skills (spoken and written English required; knowledge of Arabic, Middle Eastern, or African regional languages is an advantage).</li><li>Empathy, patience, and professionalism in handling sensitive medical conversations.</li><li>Strong coordination and follow-up skills with a focus on timely response.</li><li>Basic understanding of medical terminology and hospital processes.</li><li>Good computer literacy (MS Office, CRM/lead management tools).</li></ul>Qualifications &amp; Experience<ul><li>Education: Graduate in Healthcare, Life Sciences, Hospitality, or related field. A postgraduate degree or diploma in Healthcare Management / Hospital Administration is preferred.</li><li>Experience: 1&ndash;3 years of experience in international patient facilitation, medical tourism, or healthcare coordination roles.</li><li>Industry Exposure: Hospitals, medical travel firms, or healthcare BPOs preferred.</li></ul>Working Conditions<ul><li>Work Schedule: Full-time, 6 days a week (may require flexible hours based on international time zones).</li><li>Location: Corporate office, New Delhi, with occasional hospital visits. (part work from home)</li><li>Compensation: Competitive salary with performance-based incentives.</li></ul>Career PathSuccessful counsellors can advance to Senior Counsellor, Regional Patient Manager, or Hospital Relationship Manager roles, depending on performance and experience.Job Types: Full-time, PermanentPay: &#8377;240,000.00 - &#8377;1,200,000.00 per yearAbility to commute/relocate:<ul><li>Janakpuri, Delhi, Delhi: Reliably commute or planning to relocate before starting work (Preferred)</li></ul>Education:<ul><li>Diploma (Preferred)</li></ul>Experience:<ul><li>Healthcare management: 1 year (Preferred)</li></ul>Language:<ul><li>English (Preferred)</li></ul>Work Location: In person

International Patient Counsellor

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Santhora Health And Wellness Private Limited

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International Patient Counsellor