CCE - Contact Centre Executive

Overview

A Contact Centre Executive at Instalimb is responsible for managing patient interactions through inbound and outbound calls, ensuring seamless communication, and supporting patient engagement across the prosthetics and orthotics journey. The role combines customer service, sales, CRM management, and cross-functional coordination to enhance patient experience and drive lead conversion.

Job Description

Key Responsibilities

• Handle inbound and outbound patient calls with empathy and professionalism
• Conduct follow-ups, appointment reminders, and service-related communication
• Generate leads through outbound calling and convert them into appointments
• Manage appointment scheduling and coordinate with clinical teams
• Maintain and update CRM records with accurate patient and call data
• Track and report lead status, conversion rates, and follow-up activities
• Identify opportunities for cross-selling and upselling services
• Ensure proper documentation and backend support for all interactions
• Coordinate with Operations, CXE, Clinical, and Solution teams
• Escalate patient concerns and track resolution timelines
• Follow SOPs, compliance standards, and data confidentiality guidelines
• Meet daily/weekly targets related to calls, sales, and follow-ups
• Contribute to process improvements and quality enhancements

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Requirements

• Graduate in any stream
• 1–2 years of experience in customer service, patient calling, or contact centre operations
• Experience in healthcare/prosthetics/orthotics is an added advantage
• Strong communication skills in Hindi and English (Punjabi preferred; Kannada/Marathi is a plus)
• Ability to multitask and manage backend operations efficiently
• Familiarity with CRM tools and lead management systems
• Patient-centric approach with high empathy and professionalism
• Willingness to work in a structured, target-driven environment
• Availability to join immediately

 

Skills & Requirements

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