The Tertiary Care Concierge team is the human layer between a patient's first high-intent enquiry and a completed surgery. For high-acuity categories like Cardiology and Oncology, every lead carries clinical urgency and financial weight, so the team has to move with both speed and empathy — qualifying the case, guiding the patient to the right network hospital, and converting the opportunity without ever losing the care standard.

We are looking for a Team Lead who can own this team end-to-end: drive the sales rigor and conversion numbers, hold the quality and SOP bar, read the funnel daily, and turn what they hear on live calls into concrete fixes that lift conversions per team member.

Team leadership & people development

• Lead a blended team of clinical and non-clinical concierge members; set clear daily goals, run effective huddles, and keep energy and accountability high through the month, not just at month-end.

• Motivate the team to keep pushing on conversions — recognize wins, manage dips early, and build a culture where the team chases the next closure without cutting corners on care.

• Coach individually: identify each member's specific gap (pitch, objection handling, follow-up discipline, clinical probing) and work it down through targeted feedback and shadowing.

• Onboard and ramp new hires to productivity quickly; build the bench so the team scales with tertiary demand.

Sales rigor & conversion performance

• Own the team's conversion targets and drive the daily sales rhythm — call volume, follow-up cadence, response times, and closure discipline.

• Improve conversions per concierge member as the headline outcome: raise the floor of lower performers and push the ceiling on top performers.

• Ensure no high-intent, high-acuity lead goes cold; enforce tight follow-up SLAs.

Funnel & pipeline management

• Monitor the funnel end-to-end — lead → qualified → OPD attended → surgery scheduled → surgery done— and know at any moment where volume is stalling and why.

• Track stage-wise drop-offs by member, category, and city; reallocate effort to protect at-risk pipeline.

• Maintain clean, accurate CRM hygiene across the team so the funnel view is trustworthy.

SOP adherence & quality

• Own SOP adherence for the team — from first-contact scripts to clinical hand-offs to case documentation — and keep the playbook current as the category evolves.

• Run structured call audits on a defined sample; score against a quality rubric (accuracy, empathy, compliance, closing) and close the loop with coaching.

• Ensure clinical concierge members stay within the right clinical guardrails and non-clinical members escalate clinical questions appropriately — the clinical/non-clinical handshake is clean and safe.

Reporting, insights & gap-closure

• Publish daily reports on team performance — leads, funnel movement, conversions, audit findings, and misses — with commentary, not just numbers.

• Translate ground-level signals from calls and audits into insights: what patients are hesitating on, where SOPs break, which objections recur, where supply/pricing gaps hurt conversion.

• Bring a weekly/monthly view to leadership on what's working, what's stuck, and what the team needs.

Must-have

• [5–8] years of experience in sales operations, inside sales, or care/patient concierge management, with at least [2–3] years leading a team and carrying a conversion/revenue target.

• Proven track record of improving conversion rates and lifting per-member productivity, not just managing headcount.

• Strong command of funnel management and CRM— comfortable living in the data.

• Hands-on with call audits, SOPs, and quality frameworks; you've built or run a coaching loop before.

• Analytical and reporting-fluent — you can build a daily report and, more importantly, read a story in the numbers.

• Genuinely people-oriented: you can motivate a team through a tough month and coach an underperformer back on track.

Good to have

• Exposure to healthcare, hospitals, health-tech, or tertiary/surgery care — comfort with clinical context and empathy for patients in serious situations.

• Experience managing concierge team along with cross functional support teams and orchestrating hand-offs between them.

• Familiarity with tertiary categories (Cardiology, Oncology, Neurosurgery, Transplant) and the patient journey to surgery.