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