Telecaller

Position: Patient Care Telecaller (Inbound)Organization: Niraamay Wellness Center

Role PurposeTo provide professional, compassionate, and value-based communication support to patients through inbound calls.

The Telecaller acts as the first point of contact for patients seeking Swayampurnupchar therapy, offering emotional reassurance, clear guidance, and accurate information while upholding Niraamay’s spiritual ethos and healing values.

The role aims to create a safe, calm, and trust-building experience for every patient, ensuring they feel respected, heard, and guided throughout their healing journey.

• Key Responsibilities1. Inbound Patient CommunicationAttend all incoming patient calls promptly with courtesy and sensitivity.
• Communicate fluently in Marathi, Hindi, and English, adapting language as per patient comfort.
• Listen attentively to patient concerns, symptoms, emotional states, and queries.
• Maintain a calm, empathetic, reassuring, and non-judgmental tone at all times.
• Ensure every patient feels emotionally supported, understood, and guided.
• 2. Patient Support & Value-Based CounsellingClearly explain the Swayampurnupchar therapy process, its holistic and non-invasive nature, and its core healing philosophy.
• Guide patients regarding:
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• Consultations
• Healing sessions
• Follow-ups
• Regularity and continuity of treatment
• Encourage patients with faith, patience, and mental preparedness, aligned with Niraamay’s spiritual healing approach.
• Handle emotionally sensitive or anxious patients with compassion and maturity.
• Escalate complex, critical, or sensitive cases to the Team Leader or Healer as per protocol.
• 3. Software Entry & DocumentationAccurately document:
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• Call details
• Patient concerns
• Counselling provided
• Follow-up actions
• Update patient records in the Niraamay Patient Management System in a timely and structured manner.
• Ensure data accuracy, confidentiality, and clarity for internal review and continuity of care.
• 4. Coordination & Team AlignmentCoordinate effectively with:
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• Healing team
• Admin team
• Team Leaders
• Follow updated call scripts, patient handling guidelines, and process instructions shared by Team Leads.
• Actively participate in:
• 
  
• Team meetings
• Training programs
• Process-improvement discussions
• Uphold discipline, ethical conduct, and professionalism as per Niraamay standards.
• Skills & Competencies RequiredFluent verbal communication in Marathi, Hindi, and English (mandatory).
• Strong listening, empathy, and counselling orientation.
• Emotional intelligence to handle distressed or vulnerable patients calmly.
• Basic computer knowledge and comfort with software-based data entry.
• Strong alignment with spiritual values, patience, humility, and service mindset.
• Positive attitude, self-discipline, and team-oriented approach.
• Qualifications & ExperienceMinimum Qualification: Graduate in any stream.

Experience:

• 1 year experience in telecalling, patient support, counselling, or service-oriented roles preferred.
• Freshers with excellent communication skills, emotional maturity, and value-based mindset are welcome.