Offline Counsellor

Role Overview

The Clinic Head will be the face and owner of the Sugar.fit clinic.This is a highly ownership-driven role that combines sales, patient counselling, clinic operations, doctor relationship management and local marketing.The person will be responsible for ensuring that every lead coming into the clinic is followed up effectively, every patient visiting the clinic receives an excellent experience, and every eligible patient is converted into the right Sugar.fit program after their doctor consultation.

The ideal candidate should be *extremely proactive, commercially driven, comfortable with targets and follow-ups, and willing to go beyond a traditional counselling role to build the clinic like their own business.

Key Responsibilities

1. Clinic Ownership & Daily Operations

* Take complete ownership of the day-to-day functioning of the assigned clinic(s).

* Be physically present at the clinic during operating hours and ensure smooth patient movement and experience.

* Ensure the clinic is well-maintained, welcoming, professional and aligned with Sugar.fit brand standards.

* Coordinate with internal teams to resolve operational issues quickly.

* Ensure every patient visiting the clinic is appropriately attended to and followed up.

2. Patient Counselling & Conversion

* Interact with patients before and after their doctor consultation.

* Understand the patient's health goals, concerns, challenges and motivation.

* Explain the relevant Sugar.fit programs and services in a simple, empathetic and compelling manner.

* Convert qualified patients into Sugar.fit customers after their consultation.

* Handle objections around pricing, commitment, results, treatment approach, etc.

* Ensure patients clearly understand the next steps and value of the program.

* Maintain a strong focus on *conversion without compromising patient trust or experience.*

3. Lead Calling & Follow-ups

* Proactively call leads assigned to the clinic and convert them into consultations.

* Follow up with leads who have not yet booked a consultation.

* Follow up with patients after consultations to drive program enrolment.

* Maintain disciplined follow-up across hot, warm and pending leads.

* Ensure there are *no unattended or forgotten leads*.

* Maintain accurate CRM updates and lead status at all times.

* Build relationships with prospects through multiple interactions rather than relying on a single call.

4. Doctor Relationship Management

* Build a strong and professional relationship with doctors associated with the clinic.

* Coordinate doctor schedules, patient flow and consultations.

* Ensure doctors have a smooth consultation experience.

* Understand the doctor's approach and ensure patients receive the right information after consultation.

* Work closely with doctors to improve patient experience and clinic conversion.

* Act as the key point of coordination between the doctor, patient and Sugar.fit team.

5. Camps & Offline Activities

* Actively participate in and take ownership of health camps, screening camps and other offline activations.

* Coordinate with internal teams to execute camps successfully.

* Engage with patients and potential customers during camps.

* Capture leads and ensure timely follow-up after every camp.

* Convert camp-generated leads into clinic consultations and ultimately customers.

* Identify opportunities for new camps, partnerships and local activations that can drive clinic footfall.

6. Local Clinic Marketing & Brand Building

* Take ownership of building the Sugar.fit brand within the clinic's local catchment area.

* Identify opportunities for local promotions, apartment activations, corporate tie-ups, community events and other offline initiatives.

* Encourage and collect genuine patient reviews and testimonials.

* Build strong word-of-mouth around the clinic.

* Support local branding activities such as flyers, standees, boards, apartment/community activities and health awareness events.

* Develop relationships with local communities, corporates, resident associations and other relevant partners.

* Think continuously about *How do I get more people to know about and visit this clinic*

7. Patient Experience & Retention

* Ensure every patient feels heard, supported and guided throughout their journey.

* Follow up with patients after consultations and enrolment wherever required.

* Identify patient concerns early and coordinate with the relevant internal teams to resolve them.

* Encourage satisfied patients to share their experience through reviews and testimonials.

* Help create a strong referral and word-of-mouth pipeline.

We are looking for someone who is:

* *Highly aggressive about ownership and targets*

* Extremely proactive and does not wait to be told what needs to be done

* Strong in communication, persuasion and relationship building

* Comfortable with sales and target-driven environments

* Excellent at follow-ups and lead management

* Empathetic and patient-centric while being commercially driven

* Comfortable interacting with doctors, patients and senior stakeholders

* Energetic and comfortable working in an offline clinic environment

* Willing to step outside a traditional job description to make the clinic successful

* Good at problem-solving and taking decisions independently

* Comfortable conducting camps and local marketing activities

* Highly organised and disciplined with CRM and reporting

* Able to manage multiple priorities and potentially *one or two clinics simultaneously*

Candidates with experience in any of the following would be preferred:

* Healthcare / clinic sales

* Hospital / diagnostic centre counselling

* Wellness / health-tech

* Weight-loss / diabetes / metabolic care

* Fertility / IVF counselling

* Insurance / financial services / high-ticket sales

* Relationship management

* Inside sales with strong follow-up ownership

* Retail or service businesses involving high customer interaction