Job Description – Inside Sales Lead

Organisation: Everhope Oncology
Department: Inside Sales / Patient Acquisition
Industry: Healthcare / Hospitals / Oncology
Location: Delhi NCR
Employment Type: Full-Time
Experience: 7–20 Years Preferred
Reporting To: Business Head / Sales Head / Centre Head

Job Summary

We are looking for a result-oriented and experienced Inside Sales Lead to manage patient acquisition, lead conversion, consultation bookings, and inside sales operations.

The ideal candidate should have strong experience in inside sales, telecalling, lead management, CRM operations, team handling, and conversion optimisation.

The role requires excellent communication skills, a data-driven approach, and the ability to manage patient enquiries with professionalism, sensitivity, and empathy.

Prior experience in healthcare, hospitals, diagnostics, oncology, IVF, or other speciality healthcare services will be preferred.

Key Responsibilities

1. Inside Sales & Lead Conversion

• 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.
• Ensure timely engagement with prospective patients and caregivers.
• Identify and address challenges in the lead conversion funnel.
• Implement structured follow-up processes to minimise lead leakage.
• Ensure all patient communication is accurate, transparent, empathetic, and aligned with approved healthcare communication guidelines.

2. Team Leadership & Performance Management

• Lead, train, motivate, and supervise the inside sales / patient relationship team.
• Allocate leads effectively and monitor individual performance.
• 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.

3. CRM & Lead Management

• Ensure accurate and timely updating of leads, follow-up activities, consultation bookings, and conversion outcomes in CRM software.
• Monitor CRM hygiene and lead-stage movement.
• Develop and maintain lead tracking dashboards and MIS reports.
• Analyse conversion trends, lead sources, campaign performance, and follow-up effectiveness.
• Coordinate with marketing teams to improve lead quality and lead management.
• Optimise lead workflows to improve response time and operational efficiency.

4. Patient Experience & Consultation Coordination

• Ensure prospective patients receive clear information about appointment availability, consultation processes, centre locations, and relevant administrative requirements.
• Coordinate with doctors' teams, front office, patient coordinators, and hospital operations for appointment scheduling.
• Monitor patient enquiry resolution and service quality.
• 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.

5. Sales Strategy & Process Improvement

• Develop strategies to improve consultation conversion and reduce missed follow-ups.
• Review lead source performance and identify opportunities for process improvements.
• Coordinate with digital marketing teams on campaign feedback, enquiry quality, and conversion patterns.
• Support outreach initiatives and patient engagement campaigns.
• Develop standard operating procedures for lead handling, calling workflows, and escalation management.
• Implement best practices for call monitoring, reporting, and team productivity.

6. Reporting & MIS

• Prepare daily, weekly, and monthly reports covering lead volumes, enquiries, follow-ups, consultations booked, consultations attended, and conversion rates.
• Monitor team productivity, lead response time, appointment attendance, and pending follow-ups.
• Analyse trends and share actionable insights with management.
• Maintain accurate records and dashboards for performance reviews.

Required Qualifications

• Graduate in Business Administration, Marketing, Healthcare Management, or a related field.
• MBA in Marketing / Healthcare Management preferred.
• 4–8 years of experience in inside sales, lead conversion, customer engagement, or patient acquisition.
• At least 1–2 years of team handling experience preferred.
• Strong experience with CRM systems, Excel, MIS, and performance reporting.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Strong command of Hindi and English.

Preferred Candidate Profile

• 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.

Key Performance Indicators (KPIs)

• Lead response time
• Lead-to-consultation booking conversion rate
• Consultation attendance / show-up rate
• Follow-up completion rate
• Lead leakage and ageing
• CRM data accuracy
• Team productivity and call quality
• Patient communication quality and satisfaction
• Appointment coordination and escalation resolution

Role Objective: To build a high-performing, patient-centric inside sales function that improves consultation bookings, operational efficiency, and patient engagement while maintaining ethical healthcare communication standards.