Patient Success Manager ( Sales Experience- Kannada Must ( 1-3 Years )

dezy (smiles.ai) - dental, made easy.

1-3 Years

Bengaluru, India

Posted 8 hours ago

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Job Description

Location: Nagarbhavi Or Rajajinagar

Roles & Responsibilities

Case Follow-up
Daily outreach to patients with pending treatment plans through WhatsApp, calls, and SMS.
Track follow-up cadence and conversion of treatment plans into scheduled appointments.
Maintain regular follow-ups until the patient confirms, schedules, or declines treatment.
Call on the provided patient database to generate revenue and increase the customer base.
Sales & Treatment Conversion
Achieve daily, weekly, and monthly sales, appointment, and revenue targets.
Convert pending treatment plans and consultations into confirmed appointments and treatment bookings.
Handle Inside Sales, B2C Sales, Domestic Calling, Outbound Calling, and Cold Calling as required.
Understand patient needs, treatment requirements, and concerns to guide them toward appropriate treatment options.
Explain treatment value, benefits, timelines, and available options in a clear and patient-friendly manner.
Identify sales opportunities from existing patient cases, follow-ups, referrals, missed appointments, and the provided database.
Handle sales conversations, follow-ups, negotiations, and objections to improve conversion.
Build and maintain strong patient/client relationships to increase conversions, retention, referrals, and customer base.
Achieve assigned individual and team goals while maintaining a high level of customer satisfaction.
Payment Objection Handling
Clarify treatment costs, scope, and clinical rationale.
Explain payment plans, EMI options, and applicable insurance coverage.
Handle patient objections related to price, timing, clinical doubts, and budget.
Document objection type and resolution in the CRM.
Follow up with patients after addressing objections to drive conversion.
Patient & Client Communication
Communicate with patients professionally and empathetically through calls, WhatsApp, SMS, and other approved channels.
Send pre-appointment information, including documents required, time to allocate, and what to expect.
Share post-consultation treatment summaries and next steps.
Handle rescheduling requests and reduce appointment cancellations and no-shows.
Maintain patience, empathy, and effective communication skills while understanding and addressing customer concerns.
Maintain documentation of customer queries, requirements, follow-ups, and other relevant details, and communicate them to the appropriate stakeholders.
Data, CRM & Reporting
Log all follow-ups in the patient CRM, including case status, objection, next action, and resolution.
Maintain accurate records of customer interactions, sales activities, appointments, and conversions.
Track daily and weekly sales funnel metrics, including:

Cases contacted
Appointments scheduled
Treatment conversions
Conversion percentage
Revenue generated
Drop-off reasons
Pending follow-ups

Prepare weekly reports and share relevant insights with the clinic lead.
Identify trends and recurring customer concerns and communicate them to relevant stakeholders.
Revenue Realization
Ensure advance collection/booking before scheduled appointments wherever applicable.
Reduce case abandonment after consultation.
Follow up on pending payments and treatment decisions.
Drive referral follow-ups and reminder calls, including post-op and annual checkup opportunities.
Contribute to achieving clinic revenue, sales, and treatment conversion targets.
Support overall team efforts by achieving assigned goals and contributing to customer satisfaction and business growth.

Qualifications

Bachelor's degree in any stream.
1–3 years of experience in patient follow-up, customer service, inside sales, B2C sales, telecalling, outbound/cold calling, sales support, healthcare sales, or gym/salon membership roles.
Proven ability to handle sales conversations, objections, follow-ups, and conversions.
Strong phone presence with clear, empathetic, persuasive, and professional communication skills.
Comfortable working with daily, weekly, and monthly sales targets.
Strong client/customer relationship management skills.
Comfortable with CRM systems, spreadsheets, data entry, and maintaining sales documentation.
Local language fluency preferred (Kannada for Bangalore).
No clinical background required.