About Us
We are building a technology-enabled home healthcare platform that connects families with verified caregivers (nurses, attendants, physiotherapists). Our goal is to bring trust, transparency, and consistency to in-home care delivery.
Role Overview
We are looking for an Operations / Care Coordination Associate to be the first point of contact for patients, families, caregivers, and internal team members.
This is a hands-on operations role. The person will manage incoming calls, WhatsApp messages, support tickets, caregiver coordination, customer issues, and daily platform operations. The ideal candidate should be tech-savvy, calm under pressure, comfortable speaking with families in difficult situations, and able to coordinate quickly with caregivers and the internal clinical team.
Key Responsibilities
1. Customer Support and Call Handling
- Answer incoming phone calls, WhatsApp messages, and customer support requests.
- Act as the first point of contact for patients, families, and caregivers.
- Understand customer needs clearly and route requests appropriately.
- Handle anxious, urgent, or emotionally difficult conversations with patience and professionalism.
- Escalate medical, safety, or high-risk issues to the appropriate team member as per protocol.
2. Caregiver Coordination
- Handle caregiver background verification and elgibility confirmation process.
- Work closely with our Nurse Consultant and caregiver network to support patient-care requests.
- Help match patient requests with suitable caregivers based on availability, location, skill, and care need.
- Actively reach out to the caregiver network to find suitable caregivers when required.
- Follow up with caregivers regarding availability, shift confirmation, attendance, documentation, and issues.
3. App, Dashboard, and WhatsApp Operations
- Manage day-to-day operations using Karunai Care’s app, admin dashboard, WhatsApp, and other tools.
- Track incoming leads, patient requests, caregiver responses, open issues, and pending actions.
- Keep records updated and ensure information is entered accurately.
- Support patients and caregivers who need help using the app or completing required information.
4. SOP and Protocol Execution
- Follow Karunai Care SOPs, checklists, escalation rules, and documentation standards.
- Ensure patient and caregiver workflows are completed correctly.
- Identify gaps in current SOPs and suggest improvements.
- Help update or create new operational checklists as the business grows.
5. Issue Resolution and Escalation
- Handle routine customer and caregiver issues independently where possible.
- Know when to escalate issues to the Nurse Consultant, leadership, or emergency pathway.
- Avoid taking unnecessary clinical, legal, or operational risks.
- Document complaints, incidents, caregiver no-shows, family concerns, and escalation outcomes.
6. Daily Operations Tracking
- Maintain daily status updates on calls, requests, matches, caregiver follow-ups, and unresolved issues.
- Track pending patient requests and ensure nothing falls through the cracks.
- Support pilot operations, caregiver onboarding, and customer follow-up during launch.
Qualifications
- Graduate degree preferred; diploma/degree in hospital administration, healthcare management, nursing administration, social work, psychology, or any operations/customer-service related field is acceptable
- 2–5 years in operations, customer service, care coordination, hospital front office, patient relations, home healthcare, clinic administration, or healthcare support
- 5–10+ years of clinical experience (hospital or home healthcare)
- Strong spoken Tamil and English required; Hindi is a plus
- Must be comfortable with WhatsApp Business, Google Sheets/Excel, software dashboards, mobile apps, and basic CRM/ticketing tools
- Comfortable using digital tools / mobile apps
- Prior experience in hospital, clinic, diagnostics, home healthcare, insurance desk, patient support, or medical coordination preferred
- Should be available during defined business hours and reachable for urgent operational coordination during pilot phase
Preferred Experience
- Experience in home healthcare or elder care
- Exposure to training or curriculum design
Skills
- Customer service and phone handling
- WhatsApp and dashboard management
- Caregiver coordination
- Problem-solving under pressure
- Clear documentation
- Basic healthcare awareness
- Escalation judgment
- Follow-up discipline
- Tamil and English communication
Why Join Us
- Opportunity to shape care delivery operations at scale
- High ownership role with direct impact on outcomes
- Work at the intersection of healthcare and technology
Location:
- Chennai, Tamil Nadu (Required)
Work Location: Remote
