About the role
JOB DESCRIPTION
Tele Counsellor Lead – Patient Support Program (PSP)
Company: IMS (PharmaPoint Group)
Location: Bangalore/Mumbai
Experience: 3–5 Years
Job Purpose
To lead and manage the tele-counselling team responsible for providing effective telephonic support to patients enrolled in Patient Support Programs (PSP) and Patient Assistance Programs (PAP). The role will ensure quality patient interactions, timely follow-ups, team productivity, query resolution, and adherence to program SLAs and operational guidelines.
Key Responsibilities
1. Lead, supervise, and manage a team of Tele Counsellors, allocate daily calling targets, monitor productivity, and ensure achievement of team KPIs.
2. Ensure effective inbound and outbound patient communication, counselling, enrolment assistance, and regular follow-ups.
3. Monitor recorded calls, conduct quality audits, provide feedback, and ensure adherence to approved calling scripts and counselling protocols.
4. Track daily calls, connected calls, successful patient interactions, follow-ups, enrolments, and case closures.
5. Handle complex patient queries and grievances, ensure timely resolution, and coordinate with relevant internal departments.
6. Train new team members on program processes, patient communication, CRM usage, product knowledge, and SOPs.
7. Ensure accurate patient records, call dispositions, follow-up schedules, and daily/monthly performance reports.
8. Coordinate with Field Counsellors, Program Managers, hospitals, pharmacy, billing, order management, and dispatch teams.
9. Identify gaps in calling processes, improve patient engagement, reduce pending cases, and enhance team efficiency.
10. Ensure patient confidentiality, documentation accuracy, and adherence to program SOPs and applicable healthcare guidelines.
Experience & Eligibility
• 3–5 years of experience in healthcare, pharmaceutical customer support, telecalling, or patient support operations.
• Minimum 1–2 years of team handling or supervisory experience preferred.
• Experience in Patient Support Programs (PSP), Patient Assistance Programs (PAP), or healthcare contact centres will be an advantage.
• Fluency in Kannada and English; Hindi will be an added advantage.
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