Hindustan Wellness is one of the most innovative Healthcare company in India. Driven by our vision of becoming National leaders in preventive health care, we at Hindustan Wellness aim to bring to your doorsteps a wide range of health services. Working on the unique model of health at home, we provide 360 degree healthcare and diagnostic services at customer's doorstep. We promise to ensure highest quality, precision and convenience to our customers. With the aim of providing total wellness solutions to our customers, we assign individual Health Managers to coach you for all your health & wellness needs, Our core team comprises of top medical professionals from institutes like AIIMS, Maulana Azad Medical College, CMC, Vellore, University of Minnesota US and many more.

Job Summary

We are seeking an experienced and customer-focused Customer Support Manager to lead our Teleconsultation Services team. The role is responsible for managing a team of teleconsultant dietitians and telemedicine doctors, ensuring exceptional patient experiences, operational excellence, and high-quality virtual healthcare delivery.

The ideal candidate will oversee day-to-day teleconsultation operations, monitor team performance, drive service quality, resolve escalated patient concerns, and collaborate with cross-functional teams to improve efficiency and patient outcomes.

Key Responsibilities

Team Leadership & People Management

Lead, mentor, and manage a team of teleconsultant dietitians and telemedicine doctors.
Plan work schedules and ensure adequate staffing to meet service demand.
Foster a collaborative, patient-centric, and high-performance team culture.
Address employee concerns, performance issues, and handle escalations.

Operations Management

Oversee the daily functioning of teleconsultation services.
Ensure timely patient appointments and efficient consultation scheduling.
Monitor service levels and optimize consultant utilization.
Coordinate with scheduling and operations teams to maintain smooth workflows.
Identify and resolve operational bottlenecks.

Patient Experience

Ensure a seamless and positive patient journey across all touchpoints.
Handle complex patient complaints and service escalations.
Monitor patient satisfaction and implement initiatives to improve the overall experience.
Maintain high standards of communication and service quality.

Quality Assurance & Clinical Coordination

Monitor consultation quality and documentation standards.
Conduct regular quality audits and provide constructive feedback to consultants.
Ensure adherence to clinical protocols, SOPs, and organizational policies.

Cross-Functional Collaboration

Partner with Product, Technology, Clinical, Customer Success, Marketing, and Operations teams to improve service delivery.
Support implementation of new healthcare programs, workflows, and technology enhancements.
Participate in process improvement initiatives.

Compliance

Ensure compliance with healthcare regulations, data privacy requirements, and internal quality standards.
Maintain accurate operational documentation and reporting.
Promote ethical practices and confidentiality in all patient interactions.

Key Performance Indicators (KPIs)

Patient Satisfaction (CSAT)
Net Promoter Score (NPS)
Consultation completion rate
Average response and resolution time
Team productivity and utilization
Appointment adherence and follow-up completion
Quality audit scores
Escalation resolution time
Employee engagement and retention

Qualifications

Bachelor's degree in Healthcare Administration, Hospital Management, Business Administration, Life Sciences, or a related field.
Master's degree (MBA/MHA) is preferred.
Certifications in Customer Experience, Operations, or Healthcare Management are an advantage.

Experience

4+ years of experience in Customer Support, Healthcare Operations, Customer Success, or Telemedicine.
At least 2–3 years of experience managing teams in a healthcare or digital health environment.
Experience leading teleconsultation, telehealth, or virtual care operations is highly preferred.

Required Skills

Strong leadership and people management skills
Customer service and patient experience management
Operations and workflow management
Excellent communication and interpersonal skills
Conflict resolution and escalation management
Data analysis and reporting
Coaching and performance management
Process improvement and problem-solving
Knowledge of healthcare compliance and patient confidentiality
Ability to work in a fast-paced, technology-enabled healthcare environment

Pay: ₹30,000.00 - ₹50,000.00 per month

Benefits:

Provident Fund

Work Location: In person

Let Employers Find YouUpload Your Resume