Job Description

Location Koramangala, Bangalore (Inside the hospital & within the local community)

Department Patient Care / Customer Relations / Guest Relations

Reporting to Hospital Operations Manager

Experience 3 + years (hotel/hospitality background preferred)

Qualification Graduate in Hospital Management / Hospitality / Hotel Management Preferably ex
Hotelier, or ex
Concierge, Guest relations, Airlines (pref. international)

Key Responsibilities

1. In
Hospital Navigation
Greet, triage and escort patients to OPD, wards, labs, pharmacy, etc.
Liaise with clinical & non
clinical teams to "unlock" services and resolve on
premise needs.

2. Community Outreach & Concierge
Serve as the patients' single point of contact for all healthcare
related services:

Medicine delivery

Appointment booking (in
hospital & partner clinics)

Blood
test scheduling and collection coordination

3. On
Call Support
Answer incoming calls, resolve general queries, and triage medical vs. non
medical issues.
Use CRM to book appointments, arrange home services, escalate urgent needs, and follow up until closure

4. End
to
End Ownership
Proactively track each patient's journey--pre
admission through post
discharge follow
up.
Ensure high satisfaction by closing the full loop on every request and delivering empathetic, solution
driven service.

5. Interdepartmental Coordination
Work with clinical teams, IT/EMR support, billing, pharmacy, and external vendors to ensure final resolution.
Maintain accurate logs in CRM and hospital systems; escalate red
flag situations immediately.

6. Problem
Solving & Brand Representation
Act as the face and voice of Superhealth--when a patient has a need, get it done.
Uphold the highest standards of privacy, professionalism, and our patient
first ethos.

7. Metrics & Continuous Improvement


Ensure meeting company set KPIs: first
contact resolution, average handling time, community engagement, and patient feedback.


Contribute process
improvement ideas and support implementation. Required Skills &

Qualifications

Background & Attitude


3+ years in hospitality
style roles (hotel concierge, guest relations,)


Service
oriented, with a "get it done" mentality


Hard Skills
CRM proficiency (ticketing, logging, reporting)
Phone
center software familiarity and strong phone
handling etiquette


Mobile & desktop literacy (Google Sheets, basic EMR navigation)


Soft Skills


Exceptional communication in English, Kannada & Hindi


Polished interpersonal presence, empathy, and discretion


Sharp problem
solving and attention to detail under pressure


Ability to conceptualize and execute community campaigns tied to measurable outcomes


Other


Comfortable with flexible hours to cover in
hospital, field, and calling shifts


Strong task-management aptitude


Commitment to our hospitality
driven, patient
first culture

Job Type: Full-time

Schedule:

Day shift
Work Location: In person