Patient Counsellor

Job Title: Patient Counselor – QI Spine
Department: Patient Counseling / Clinical Operations
Location: Pune
Reports To: Center Manager
Employment Type: Full-time

The Patient Counselor is responsible for guiding spine-care patients through their treatment journey, explaining recommended treatment plans in a clear and empathetic manner, addressing patient concerns, coordinating with doctors and clinical teams, and supporting patients in making informed decisions about their care.

• Counsel patients and attendants regarding spine-related treatment recommendations.

• Explain treatment plans, procedures, expected outcomes, timelines, and general care instructions as directed by the clinical team.

• Build trust and maintain strong relationships with patients and their families.

• Address patient questions and concerns and escalate clinical questions to the appropriate doctor or medical team.

• Follow up with patients regarding consultations, investigations, procedures, and treatment plans.

• Coordinate with doctors, nurses, front-office staff, and other departments to ensure a smooth patient experience.

• Maintain accurate patient counseling records and follow-up information.

• Support appointment conversion and treatment-plan adherence without making misleading or unsupported medical claims.

• Explain relevant hospital/clinic processes, documentation, packages, and payment procedures where applicable.

• Follow up on prospective patients through phone calls, WhatsApp, and other approved communication channels.

• Maintain confidentiality of patient information and comply with organizational policies.

• Collect patient feedback and communicate recurring concerns to the management team.

• Meet assigned counseling, follow-up, patient-experience, and conversion targets.

• Graduate & HSC with experience degree in any relevant discipline

• 0–5 years of experience in sales

• Excellent verbal and interpersonal communication skills.

• Empathetic, patient-focused approach.

• Ability to explain medical information in simple, understandable language.

• Strong follow-up and relationship-management skills.

• Comfortable working with targets and performance metrics.