Patient Care Executive

Job Title: Patient Care Executive - Online Dermatology Platform Location: Head Office, Sapat Global Health Private Limited (SGHPL), Mumbai Reports to: Clinic Manager/ Head - Medical Affairs Department: Medical Affairs Employment Type: Full Time

Job Summary: The Patient Care Executive will engage with potential customers/patients who have shown interest in online dermatology services, guide them through available solutions (AI reports, prescriptions, video consultations), and convert them into paying customers, while ensuring a smooth, trustworthy patient experience with high customer satisfaction index.

Key Responsibilities:

● Call and follow up with inbound leads (website/app users who initiated skin assessments)

● Educate patients about available services: o Free AI skin analysis reports o Paid dermatologist prescriptions o Video consultations with dermatologists ● Explain treatment benefits, timelines, and expected outcomes (without overpromising)

● Convert leads into paid consultations or prescription plans ● Guide users through app/website journey, including image upload and payment ● Address patient concerns related to skin conditions, privacy, pricing, and treatment efficacy ● Upsell relevant product packages (e.g., product baskets, follow-ups, skincare plans) ● Maintain accurate records in CRM (lead status, conversations, conversions)

● Coordinate with select patients to get testimonials to further build trust ● Coordinate with dermatologists/support team for seamless service delivery

● Ensure high patient satisfaction and retention

Required Skills:

● Strong communication skills with a patient-first, empathetic approach

● Ability to simplify medical/skin-related information in layman terms

● Scientific sales and persuasion skills without being aggressive ● Confidence in handling sensitive topics (acne, hair loss, pigmentation, etc.) ● Basic understanding of skincare/dermatology concepts (training can be provided) ● Familiarity with CRM tools and tele-calling systems

● Multilingual ability (English + Hindi + regional language preferred)

Preferred Education and Background:

● Science/ Pharmacy graduate (B Pharm/M Pharm) ● At least one year of experience in sales, telemedicine, healthcare, or wellness industry

● Prior exposure to dermatology/cosmetics/skincare is a plus Key

Performance Indicators (KPIs):

● Turn Around Time (TAT)

● Lead-to-Conversion rate

● Revenue generated per agent

● Number of successful consultations booked

● Follow-up adherence rate

● Customer satisfaction score (CSAT)

● Number of customer testimonials

● Drop-off reduction in patient journey

Do’s & Expectations:

● Build trust , not just sales

● Avoid making unrealistic treatment claims

● Maintain patient confidentiality and professionalism

● Focus on education + conversion , not hard selling

Work Environment:

● Fast-growing digital health startup environment

● Target-driven with performance incentives

● Use of CRM, dialers, and patient management systems