Designation: Consultant
Job role: Multilingual Counsellor
Department: Healthcare Services & Corporate Delivery
Location: Gurgaon, Haryana
Language: Tamil/ Telugu/ Malayalam/ Kannada

About Tata 1mg

Tata 1mg is India’s leading consumer health platform. It aspires to be the trusted health partner for all Indians and its mission is to make healthcare accessible, understandable, and affordable. Leading the chart as one of the top consumer health platforms through e-pharmacy, e-diagnostics, e-consulting and offline stores, it is also one of the most preferred pharmacy and diagnostic partners for the leading hospitals in India. It enables consumers to learn more about their medicines and find more cost-effective substitutes.

Tata 1mg is an initiative taken in the spirit of public service with a vision to empower Indian consumers and caregivers to select the most appropriate healthcare service at the best possible prices.

Know more about us: https://www.1mg.com/aboutUs

Brief about the Team :

The team provides empathetic counselling support for obesity awareness via a toll-free helpline. They assist with BMI understanding, share general lifestyle and wellness guidance, and help users book doctor consultations when needed. All interactions follow approved scripts, ensure data privacy and consent, and any clinical queries are escalated to the medical team.

What will you do:

• To provide accurate, empathetic, and evidence-based counselling support to individuals calling on the toll-free helpline for obesity disease awareness, including guidance on BMI calculation, healthy lifestyle practices, and general diet & wellness tips (non-medication related).
• Handle inbound calls from patients/caregivers seeking information related to obesity awareness and weight management.
• Collect basic health details required for BMI calculation (such as height, weight, age, gender) and share the BMI category understanding.
• Provide general guidance on healthy diet habits, physical activity, sleep hygiene, and lifestyle modification.
• Educate callers on risks associated with obesity and the importance of early awareness and behaviour change.
• Based on the requirement, help book an e-consultation with a doctor
• Maintain call records, counselling notes, and follow-up requirements in the designated system.
• Escalate clinical or medication- related queries to designated medical experts/program team
• Ensure confidentiality, data privacy,and ethical counselling practices at all times

• Graduate in Nutrition / Psychology / Life Sciences / Nursing / Allied Health / Social Work (preferred) / related field.
• Prior experience in tele-calling / patient counselling/wellness programs/health helplines is an advantage
• Good communication skills in Hindi and English (regional languages preferred- Kannada/Tamil/Malayalam/Telugu)
• Basic understanding of BMI concepts, diet & lifestyle principles, and preventive health
• Empathetic approach with strong listening and rapport-building skills
• Comfortable using CRM / call-logging tools / digital system
• Role is limited to disease awareness, lifestyle education, and program navigation support
  Communication: Counsellors will only collect non‐clinical, demographic, or lifestyle data (height, weight, BMI, age, location, etc.) as part of logistical intake and will not make anymedical recommendations
  Scripts: Counsellors to use pre-approved scripts for all calls (scripts to be provided by project managers)
  Consent: Counsellors to collect explicit consent from the patients before taking their personal health data.
  Audit: Logs of counseling sessions for audit and pharmacovigilance will be maintained in excel sheets.
  AE/PC: As part of the patient interaction, in case any adverse events or product complaints are received, the same will be reported to the Project Managers.
  Call Closure Protocols: For contacting the users, 3 call attempts will be made – first call as the initial call and in case of non contact, 2nd attempt within 24-48 working hours and a 3rd attempt within 72 working hours of the 1st contact attempt.For all the missed calls from users, they will be called back within 24 working hours. A counselling call shall be deemed closed when either the user’s query has been fully addressed or the user has either booked a doctor consultation or chosen to exit after counselling. Every call closure would be documented (in an excel sheet) and tagged with disposition codes for tracking and reporting by Tata 1mg.

Why Join Us?

Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. The leadership of Tata 1mg is determined to make it one of the best places to work.

Disclaimer:

Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg shall be made without discrimination, harassment or less favorable treatment of any employee or job applicant, either directly or indirectly, on the grounds of age, color, physical ability, ethnic origin, nationality, religion, gender, family status, marital status, prenatal status, gender reassignment, or sexual orientation. All employment decisions are based on business needs, job requirements, competence and merit.