About ProxyCare
ProxyCare is a healthcare coordination service that provides members with dedicated Health Assistants and medical advisory support for care coordination, medical records, emergency planning, and hospital assistance.
At our price point a member is not buying features. They are buying reliability. This role is the person who makes that reliability real, member by member.
About the Role
ProxyCare Health Services is looking for a hands-on Manager – Customer Success, Member Services & Operations to lead member experience, care coordination, and city operations in Ahmedabad.
The role will be responsible for ensuring high-quality member service, managing the Health Assistant team, handling escalations, and building efficient SOPs and operational processes as the business scales.
Key Responsibilities
Onboarding
- Own the end-to-end onboarding process for new members and households.
- Ensure members receive their first tangible service experience promptly after payment.
- Coordinate onboarding for all members within a household efficiently.
- Ensure member records meet the required completeness standards before onboarding is marked complete.
Ongoing Coordination & FastTrack
- Manage appointments, physician coordination, diagnostics, reports, medication/refill support, and second-opinion facilitation.
- Oversee the complete hospital FastTrack process, including activation, on-ground support, family communication, and post-episode review.
- Maintain the escalation matrix and ensure timely resolution of member issues, including nights and weekends.
- Coordinate and quality-check Health Assistant home and field visits and track visit hours.
- Act as the operational point of contact for empanelled doctors, hospitals, and diagnostic partners.
Health Assistant Pod – Line Management
- Recruit, train, roster, coach, evaluate, and retain the Ahmedabad Health Assistant team.
- Manage member-to-Health Assistant capacity and identify staffing requirements proactively.
- Track and report actual coordination hours spent per member each month.
- Conduct quality checks, call sampling, competency assessments, and coaching.
- Ensure proper handovers, backup assignments, and leave coverage so member service remains uninterrupted.
Customer Success
- Own renewal forecasting and outcomes for all members in the Ahmedabad base.
- Conduct renewal-intent checks at the 6-month mark to identify and address early churn risks.
- Manage proactive member engagement through health check-ins, care-plan reviews, reminders, and seasonal outreach.
- Identify opportunities to add family members within existing households and refer qualified leads to the Sales Lead.
- Collect, categorise, resolve, and track member feedback, and share key themes with the CEO.
- Personally manage and maintain strong relationships with founding members.
- Develop and implement strategies to retain at-risk members and win back lapsed members.
Operations, Systems & Compliance
- Develop, maintain, and enforce SOPs for all recurring operational processes.
- Manage data accuracy and administration across EMR, CRM, planning, and collaboration systems.
- Prepare weekly operational reviews and monthly reports covering retention, capacity, quality, costs, and exceptions.
- Track actual cost-to-serve per member and identify cost deviations early.
- Ensure accurate and timely billing for subscriptions, onboarding, and visits, and coordinate with Finance on disputes and compliance.
- Manage the Ahmedabad office, vendors, emergency call-centre arrangements, ambulance/transport partners, and office supplies.
- Maintain business continuity plans, including after-hours coverage and backup arrangements for system or staffing failures.
- Document processes and create scalable playbooks that can be implemented independently in new cities.
Requirements
- 5–8 years of experience, with at least 3 years in customer success, healthcare/service delivery, hospital/clinic operations, patient experience, or care coordination.
- Proven experience managing and developing frontline teams.
- Strong customer service and problem-solving skills.
- Excellent communication and documentation skills.
- Fluent in Gujarati, Hindi, and English.
- Comfortable working in an in-office and field-based role.
- Ability to handle sensitive situations and member escalations with composure.
- Strong working knowledge of CRM, ticketing systems, and spreadsheets.
- Healthcare, health-tech, hospital, elder-care, TPA, diagnostics, or premium concierge experience is preferred.
Working Conditions
- Ahmedabad-based, with regular visits to hospitals, diagnostic centres, providers, and member homes.
- Participation in after-hours and weekend escalation coverage.
- Occasional travel to Hyderabad.
- Valid driving licence and own two-wheeler/four-wheeler preferred. travel is reimbursed at company rates.
Working Hours: 12:00 PM to 6:00 PM from the office, followed by a 7:00 PM to 8:00 PM meeting with the US team from home. Working hours may be subject to change based on business requirements.
Pay: From ₹30,000.00 per month
Work Location: In person
