Job Description

Job Title: Business Development Manager (BDM)

Department: Digital Business

Reporting To: Senior Manager - Digital Business

Job Purpose

The Sales Business Development Manager (BDM) is responsible for managing the end-to-end patient acquisition, conversion and retention cycle, including inbound lead handling, patient counselling, OPD/IPD conversion, CRM updates, follow-up adherence, and achieving monthly revenue targets. The role requires excellent communication, medical understanding, and strong ownership in driving conversions across multiple specialties.

Key Responsibilities (JD)

1. Lead Handling & Patient Counselling

Contact incoming leads within defined FRTAT (First Response Turnaround Time). Understand patient concerns, symptoms, history, insurance details, and expectations. Provide accurate guidance about doctors, facilities, packages, treatments, hospital processes, OPD timings, and expected costs. Counsel patients for OPD visit, Follow-up, IPD admission, and Surgery conversion. Maintain high empathy and professionalism during medical conversations.
2. CRM Management & Process Adherence

Maintain 100% CRM compliance: Update lead status and sub-status Add detailed call comments for every conversation Schedule appointments and follow-ups Upload all required patient documents (Aadhaar, insurance e-card, prescriptions, test reports) Ensure zero pending follow-ups for the day Ensure all patient data is accurate and updated in real-time. Follow the standard workflow for OPD/IPD conversion inside the CRM.
3. First Response TAT (FRTAT) - Critical KPI

Respond to every new incoming lead within 10 minutes or less. Monitor the FRTAT dashboard closely and take immediate action for delayed leads. Maintain 98%+ adherence on FRTAT across all assigned leads.
4. Product Knowledge & Information Accuracy

BDMs must always be up to date with: Doctor profiles (experience, timings, expertise, availability) OPD consultation pricing and follow-up pricing IPD package details for surgeries Diagnostic test pricings (All modalities) Health check-up packages (inclusions, exclusions, validity) Insurance empanelment details and TPA guidelines Any new specialty launch, camp, or offer Key Facilities at the Hospital Corporate Brand Details Key Departmental and Organisational USP's They must undergo periodic training and maintain zero misinformation to patients.
5. Revenue Generation & Target Achievement

This is a Target-Based Sales Role. Achieve 100% of assigned monthly revenue targets. Drive OPD to IPD conversion through structured follow-ups. Convert high-intent leads into surgery admissions when clinically recommended. Monthly revenue targets will be: Starting Target: ?5,00,000 Later Target Range: ?7,00,000 - ?20,00,000 based on performance & role seniority Earn incentives based on target achievements and over-achievements.
6. Follow-up & Conversion Ownership

Proactively follow up with every lead until OPD/IPD conversion or closure. Share OPD reminders, doctor availability updates, estimation, and required prep instructions. Escalate any high-value or critical medical cases to the Team Leader/Doctor as needed. Maintain disciplined follow-up frequency based on lead category (Hot/Warm/Cold).
7. Coordination With Internal Teams

Coordinate with OPD desk, care buddies, insurance team, diagnostic team, and treating doctors (if required). Ensure the patient's journey is smooth and Seamless from enquiry ? visit ? admission ? discharge. Share internal updates in WhatsApp groups/CRM based on daily cases.
8. Reporting & Daily Performance Tracking

Share Daily EOD Report of calls made, OPDs booked, OPDs visited, IPDs converted, and revenue achieved. Review own dashboard daily and take actions to improve conversions. Participate in weekly performance review meetings with Team Leader / Senior Manager.

Key Performance Indicators (KPIs)

(All KPI's will be Measured Monthly)

1. Revenue Targets (Primary KPI)

Monthly Revenue Target Achievement: 100%

Stretch Target Achievement: >120%

2. Lead Handling KPIs (CRM Adherence)

First Response TAT (FRTAT) - < 10 minutes (98% adherence)

Daily Follow-up Completion - 100% (No pending follow-ups)

Accuracy of Comments/Status - 100%

3. Conversion Metrics

Lead to OPD Conversion % - Minimum 15%

Lead to IPD Conversion % - Minimum 5%

OPD Done to IPD Done Conv % - Minimum 50%

Intent Leads Conversion % - More than 50%

Surgery Suggested to IPD Done % - More than 70%

4. Quality & Compliance Metrics

Information accuracy: 100%

Document upload accuracy: 100%

Zero process deviation

No unaddressed escalations

5. Behavioral & Process Discipline Metrics

Attendance, punctuality, and shift adherence

Positive attitude and patient-centric communication

Responsiveness in WhatsApp groups and inter-team communication

Skills & Competencies Required

Excellent communication & soft skills Strong persuasion and counselling ability Understanding of common medical terms and hospital processes CRM usage experience High ownership, target-driven mindset Multitasking and disciplined follow-up behavior

Education & Experience

Any graduation (healthcare experience preferred) 1-4 years of experience in Sales, Customer Support, or Healthcare BD Experience in hospital OPD/IPD funnel is an added advantage

HOW TO APPLY?

Email: hr@sunrisehospitalkanhangad.com

Call: ?+91 94003 21746?

Location: Sunrise Hospital, Kanhangad

Job Type: Full-time

Pay: From ?25,000.00 per month

Work Location: In person