Role Overview
The Health Buddy is the primary human touchpoint for parents, employees, and families interacting with MHP.
This role focuses on:
- Guiding individuals after screenings and health talks
- Briefly going through the health reports and explaining next steps in a simple, reassuring manner
- Helping families enrol into appropriate care plans
- This is not aggressive sales.
- It is a care-first, conversation-led conversion role that blends health understanding with empathy.
Key Responsibilities
1. B2C Lead Engagement & Counselling
- Connect with warm B2C leads generated through:
- Social media inquiries
- Website and WhatsApp leads
- School screenings and health talks
- Corporate wellness programs
- Speak with parents, employees, and families to:
- Superficially explain health screening reports and observations
- Clarify health risks and preventive steps
- Answer questions and reduce anxiety
- Follow defined call flows and counselling frameworks.
2. Care Plan Explanation & Enrolment
- Recommend appropriate MHP care plans based on:
- Screening results
- Age and risk profile
- Family health needs
- Explain:
- Program structure
- Duration and benefits
- Expected outcomes
- Support customers through the enrolment and payment process.
- Escalate complex cases or objections to the Sales Lead when required.
3. Follow-ups & Relationship Building
- Ensure timely and structured follow-ups with:
- Interested but undecided families
- High-risk cases requiring urgency
- Build long-term trust with families to improve:
- Conversion rates
- Retention and continuity of care
- Act as a single point of reassurance for customers during onboarding.
4. Coordination with Internal Teams
- Coordinate with:
- Clinical teams
- Operations team
- Sales & Partnerships Lead
- Share accurate customer information to ensure smooth onboarding and care delivery.
5. CRM Updates & Reporting
- Maintain accurate records in CRM for:
- Calls made
- Follow-ups scheduled
- Conversions and drop-offs
- Flag urgent or sensitive cases immediately.
- Share customer feedback and common concerns with the Sales Lead.
KPIs & Success Metrics
- Lead engagement and follow-up completion
- B2C conversion rate
- Time-to-conversion
- Customer satisfaction during onboarding
- Adherence to call quality and counselling standards
Skills & Profile Required
- Background in healthcare preferred (B. Pharm, B.Sc, etc)
- Excellent communication skills in simple, empathetic language
- Ability to explain medical or health concepts clearly
- Comfortable speaking to parents and families
- Process-driven with strong follow-up discipline
- Basic comfort with CRM, WhatsApp, and calling tools
