Location: Andheri East, Mumbai
Work Mode: Work from Office
Working Days: 6 Days a Week
Role Type: Full-Time
Compensation: Competitive Salary + Performance-Based Incentives
About Luma Fertility
Luma is building the future of fertility care in India — patient-first, technology-enabled, and focused on creating a more thoughtful and seamless fertility experience.
We are a growing fertility company backed by leading investors and are building a team that combines empathy, ownership, and high-quality patient engagement.
About the Role
We are looking for a CRM Executive who will be responsible for managing patient interactions and ensuring a smooth journey from the initial enquiry through consultation and follow-ups.
This role is ideal for someone who is empathetic, confident on calls, organised, and comfortable working in a target-oriented environment . You will be an important point of contact for patients and will play a key role in creating a warm and positive experience.
Key Responsibilities
- Handle inbound and outbound calls with prospective and existing patients.
- Follow up with leads and enquiries through calls and WhatsApp.
- Understand patient requirements and provide relevant information about the next steps.
- Schedule and coordinate consultations and appointments.
- Maintain regular follow-ups with patients and ensure leads are effectively tracked.
- Build strong relationships with patients through clear, empathetic, and professional communication.
- Update and maintain accurate patient and lead information in the CRM system.
- Coordinate with doctors, clinical teams, and internal stakeholders to ensure a seamless patient experience.
- Work towards defined conversion and follow-up targets.
- Identify opportunities to improve patient engagement and lead conversion.
- Handle patient queries professionally and escalate concerns to the appropriate team when required.
What We’re Looking For
- 1–4 years of experience in CRM, patient coordination, inside sales, telecalling, customer relationship management, or a similar role.
- Experience in healthcare, fertility, IVF, hospitals, clinics, or wellness will be an advantage.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Empathetic and patient-centric approach.
- Comfortable making frequent calls and following up with leads.
- Good organisational and follow-up skills.
- Comfortable working with CRM systems, Excel, WhatsApp, and other communication tools.
- Ability to work in a fast-paced, growing environment.
- Strong ownership and a results-oriented mindset.
Why Join Luma?
- Be part of a high-growth fertility company transforming the patient experience.
- Work closely with a young, ambitious, and collaborative team.
- Opportunity to grow with the organisation as we expand.
- Performance-based incentives in addition to your fixed compensation.
- Exposure to healthcare, patient experience, CRM, and business operations.
Important Details
Location: Andheri East, Mumbai
Working Days: 6 Days a Week
Salary: Competitive + Performance-Based Incentives
Work Mode: Work from Office