Concierge

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