Inside Sales Lead

Overview

Lead a patient acquisition and inside sales team at Everhope Oncology, managing patient enquiries, lead conversion, and consultation bookings in the Delhi NCR region.

What you'll do

• 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.
• Identify and address challenges in the lead conversion funnel and 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, monitor individual performance, and 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.
• Develop and maintain lead tracking dashboards and MIS reports, and analyse conversion trends, lead sources, and campaign performance.
• Coordinate with marketing teams to improve lead quality and lead management.
• Ensure prospective patients receive clear information about appointment availability, consultation processes, centre locations, and administrative requirements.
• Coordinate with doctors' teams, front office, patient coordinators, and hospital operations for appointment scheduling.
• 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.
• Develop standard operating procedures for lead handling, calling workflows, and escalation management.
• Prepare daily, weekly, and monthly reports covering lead volumes, consultations booked and attended, and conversion rates.

What you'll need

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

Nice to have

• MBA in Marketing / Healthcare Management.
• At least 1–2 years of team handling experience.
• 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.

Details

• Location: Delhi NCR.
• Employment type: Full-time.
• Reports to Business Head / Sales Head / Centre Head.