Job Description
Call Center Manager — US Patient Experience
Location: Pune, India | Reports to: US Leadership (Khanna Vision Institute, Los Angeles) | Type: Full-time, Night Shift (US Pacific Time coverage)
Compensation: ₹22-28 Lakhs total annual compensation (fixed + performance variable + benefits). Exceptional candidates considered up to ₹32 Lakhs.
About Khanna Vision Institute
Khanna Vision Institute (KVI) is a boutique Vision Enhancement Surgery practice in Los Angeles led by Dr. Rajesh Khanna — a fellowship-trained Refractive Vision Enhancement Surgeon (University of Cincinnati) with 34+ years of experience and over 50,000 procedures performed. We are pioneers of advanced vision correction in Southern California, offering SMILE, LASIK, EVO ICL, PIE (Presbyopic Implant in Eye), CTAK, and LENSAR robotic cataract surgery. Our patients include celebrities, professional athletes, and discerning Angelenos who choose us for personalized, physician-led care.
We are establishing a US Patient Experience Center in Pune to support our growing practice. This is a foundational role: you will build the team, the systems, and the culture from day one.
The Role
You will own the end-to-end operation of our Pune Patient Experience Center — a team of 6-12 voice and chat specialists supporting prospective and current patients in Los Angeles across phone, SMS, email, and live chat. You will report directly to leadership in Los Angeles and work closely with our Director based in Navi Mumbai, who will visit the Pune site once or twice monthly.
This is not a transactional BPO role. Our patients are evaluating elective surgical procedures ranging from $3,600 to $17,800 per eye. Every interaction requires consultative listening, clinical knowledge, empathy for patient anxiety, and the ability to convert curiosity into a consultation. You will train your team to sound like an extension of our Beverly Hills front desk — not like a call center.
What You Will Own
Operations
- Build and run a 24/5 (or 24/6) operation aligned to US Pacific Time, primarily covering 6 AM – 9 PM PST
- Define and continuously improve KPIs: speed-to-lead (under 2 minutes), call-to-consultation conversion, consultation-to-surgery conversion, CSAT, first-call resolution, abandonment rate
- Manage daily, weekly, and monthly performance reviews with US leadership
- Own scheduling, attendance, shift design, and night-shift compliance with Indian labor law (cab transport, security, statutory requirements for women on night shift)
Team
- Hire, onboard, and retain 6-12 specialists; design career pathways to keep annual attrition below 25%
- Lead daily huddles, weekly skip-levels, and monthly one-on-ones
- Build a coaching culture: live call monitoring, recorded call reviews, role-play, accent and clinical quality checks
Patient Experience & Conversion
- Master KVI's procedures (SMILE, PIE, LASIK, EVO ICL, CTAK, HELLO dry eye), pricing, financing (Alpheon Credit), and clinical differentiation
- Develop and continuously refine call scripts, objection-handling frameworks, and procedure-specific consultation flows
- Personally handle complex or VIP calls; serve as the escalation point for clinical, billing, or sensitive patient concerns
- Coordinate with the Beverly Hills and Westlake Village front-desk teams on appointment booking, surgical coordination, and follow-up
Technology & Process
- Operate, optimize, and continuously improve our tech stack: Zoho CRM, ZohoFlow workflows, Bland AI voice, VAPI, Twilio (SMS/voice), CallRail, and our internal monitoring dashboard
- Partner with our development team in Chennai to define automation requirements, dashboard needs, and CRM enhancements
- Ensure HIPAA compliance across all calls, screens, recordings, and data handling — non-negotiable
Compliance & Governance
- Ensure 100% HIPAA-compliant operations, including secure access, recording protocols, BAA adherence, and breach protocols
- Manage all required Indian regulatory compliance for the Pune office (registration, labor law, Shops & Establishments, professional tax, PF, ESI)
- Implement quality assurance and audit-ready documentation
What You Bring
Required
- 8-12 years of contact center experience, with at least 4 years managing US-facing voice operations
- Proven experience in US healthcare BPO — RCM, prior authorization, telehealth, patient access, or specialty practice support
- Demonstrable HIPAA training and operating experience
- Native or near-native US-neutral English; ability to coach accent neutralization in others
- Track record of building teams from scratch, including hiring, training design, and culture
- Hands-on experience with at least one major CRM (Salesforce, Zoho, HubSpot) and one voice/dialer platform (Five9, Genesys, Twilio Flex, Aircall)
- Comfort with KPI-driven management and weekly executive reporting
Strongly Preferred
- Direct experience with elective premium healthcare (cosmetic surgery, dental, fertility, ophthalmology, dermatology, concierge medicine)
- Experience with consultative high-ticket sales conversion (procedures, financial services, premium services)
- Familiarity with Zoho CRM and AI voice platforms (Bland AI, VAPI, Air.ai, Synthflow)
- Experience standing up a new BPO site, including premise selection, fitout, and tech infrastructure
Personal Attributes
- Patient and empathetic — our callers are often anxious about surgery on their eyes
- Detail-obsessed — clinical accuracy and HIPAA mistakes are unacceptable
- Builder mentality — comfortable with ambiguity, builds where there is no playbook
- Coachable and culturally curious — willing to commit to intensive daily Zoom-based onboarding across US business hours for the first 4-6 weeks, and to maintain regular live touchpoints with US leadership thereafter
What We Offer
- Competitive total compensation: ₹22-28 Lakhs annual CTC, structured as fixed salary + quarterly performance variable (target 15-20% of CTC) tied to conversion and retention KPIs
- Comprehensive 4-6 week onboarding via Zoom with our Beverly Hills and Westlake Village clinical and front-desk teams — daily live sessions with Dr. Khanna, our patient coordinators, and our surgical schedulers. You will learn our procedures, our patients, and our voice firsthand from the people who deliver care every day.
- Direct reporting line to Los Angeles leadership — high visibility and ownership from day one
- Full responsibility to build the Pune operation, hire your team, and shape the culture
- Premium office in Pune (location selected with your input)
- Family health insurance (₹10-15L cover, includes spouse, children, and parents)
- Life and accident insurance (₹50-75L cover)
- Annual learning & development budget (₹50-75k for courses, certifications, conferences)
- Joining bonus available for the right candidate
- Night-shift transport, meal allowance, equipment allowance, and full statutory benefits (PF, gratuity, ESI as applicable)
- A patient-first, physician-led culture — no boiler-room pressure, no scripts read robotically
How to Apply
Send your resume and a 2-3 paragraph note on the most challenging US healthcare voice operation you have built or run, what you learned, and what you would do differently. Include a 60-90 second voice recording (any topic) so we can hear your spoken English.
Email: [careers email to be inserted] | Subject line: Pune Center Manager — [Your Name]
We review applications on a rolling basis and aim to make a hire within 8-10 weeks. Strong candidates will progress through: phone screen, voice/role-play assessment, written case study (one week), final interview with Dr. Khanna, and reference checks.
Job Types: Full-time, Permanent
Pay: ₹89,795.34 - ₹212,000.00 per month
Benefits:
- Commuter assistance
- Food provided
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
Work Location: In person
