About the Role
We are looking for a proactive and detail-oriented Customer Success Manager to manage the day-to-day operations of assigned healthcare clinics. This role will serve as the primary point of contact for the clinic, ensuring smooth execution of patient programs, timely communication, operational coordination, and an exceptional client experience.
The Account Manager will work closely with clinics, patients, and internal teams to ensure that every aspect of the client journey—from patient enrollment to reporting and billing support—is executed efficiently.
Key Responsibilities:
Client Relationship Management
- Build strong working relationships with physicians, practice managers, and clinic staff.
- Serve as the primary point of contact for assigned clinics.
- Respond promptly to client queries and ensure timely resolution of issues.
- Conduct regular follow-ups to ensure client satisfaction.
Patient Program Coordination
- Coordinate patient enrollment into clinical programs.
- Monitor enrollment progress and follow up on pending actions.
- Communicate with patients regarding onboarding, devices, appointments, and program participation.
- Work with the Care Team to resolve patient concerns.
Operations Management
- Coordinate with internal Clinical, Billing, Technical, and Operations teams to ensure smooth execution.
- Track open tasks and ensure timely completion.
- Escalate operational issues when required and follow through until resolution.
Reporting
- Generate and share weekly operational reports.
- Track enrollments, patient engagement, billing status, and key operational metrics.
- Maintain accurate documentation of client activities.
Billing Support
- Coordinate with the billing team to ensure required documentation is available.
- Monitor billing workflows and help resolve operational issues that may impact reimbursement.
Inventory Coordination
- Track inventory of monitoring devices and patient kits for assigned clinics.
- Coordinate shipments and replenishments.
- Ensure clinics have adequate inventory to support patient enrollments.
Process Improvement
- Identify opportunities to improve workflows and client experience.
- Maintain accurate records and follow established SOPs.
- Support new initiatives and process enhancements.
Qualifications
- Bachelor's degree in Business, Healthcare, Life Sciences, or a related field.
- 2–4 years of experience in Account Management, Customer Success, Healthcare Operations, Client Services, or Project Coordination.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Excel and Microsoft Office.
- Strong problem-solving skills and attention to detail.
Preferred Qualifications
- Experience working with healthcare providers, clinics, or hospitals.
- Exposure to healthcare technology, patient engagement, or care coordination programs.
- Familiarity with EMRs or healthcare workflows is an advantage.
What We're Looking For
We are looking for someone who:
- Takes ownership and follows through on commitments.
- Enjoys building relationships with clients and patients.
- Is highly organized and detail-oriented.
- Communicates effectively with both clients and internal teams.
- Thrives in a collaborative, fast-paced environment.
- Is eager to learn, grow, and take on increasing responsibility as the company scales.
Key Performance Indicators (KPIs)
- Patient enrollment targets
- Client satisfaction
- Response and resolution times
- Timely completion of operational tasks
- Reporting accuracy
- Billing support accuracy
- Inventory accuracy
- Overall success of assigned clinics
Pay: ₹500,000.00 - ₹700,000.00 per year
Benefits:
- Internet reimbursement
- Provident Fund
Work Location: Hybrid remote in Bengaluru, Karnataka (Bengaluru, Bengaluru Urban District)
