Manager — Customer Success, Member Services & Operations
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Key skills for this role
Role Overview
ProxyCare provides members with dedicated Health Assistants and medical advisory support for care coordination, medical records, emergency planning, and hospital assistance.
The hands-on manager will lead member experience, care coordination, Health Assistant management, and city operations in Ahmedabad.
The role is responsible for high-quality member service, escalations, SOPs, and scalable operational processes.
Key Skills for This Role
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About ProxyCare and the Role
ProxyCare provides members with dedicated Health Assistants and medical advisory support for care coordination, medical records, emergency planning, and hospital assistance.
The hands-on manager will lead member experience, care coordination, Health Assistant management, and city operations in Ahmedabad.
The role is responsible for high-quality member service, escalations, SOPs, and scalable operational processes.
Onboarding and Care Coordination
- Own end-to-end onboarding for new members and households and ensure records meet completeness standards.
- Manage appointments, physician coordination, diagnostics, reports, medication or refill support, and second-opinion facilitation.
- Oversee hospital FastTrack activation, on-ground support, family communication, and post-episode review.
- Maintain the escalation matrix and coordinate Health Assistant home and field visits.
Health Assistant and Customer Success
- Recruit, train, roster, coach, evaluate, and retain the Ahmedabad Health Assistant team.
- Track capacity, coordination hours, quality checks, call sampling, competency assessments, handovers, and leave coverage.
- Own renewal forecasting, engagement, retention, win-back activities, and at-risk member strategies.
- Collect and resolve feedback, identify household expansion opportunities, and maintain founding-member relationships.
Operations, Systems and Compliance
- Develop and enforce SOPs and scalable playbooks for recurring operational processes and new-city implementation.
- Maintain data accuracy across EMR, CRM, planning, and collaboration systems and prepare operational reports.
- Track cost-to-serve, coordinate accurate billing with Finance, and manage disputes and compliance.
- Manage the Ahmedabad office, vendors, call-centre arrangements, transport partners, supplies, and continuity plans.
Requirements
- 5–8 years of experience, including at least 3 years in customer success, healthcare or service delivery, hospital or clinic operations, patient experience, or care coordination.
- Proven experience managing and developing frontline teams.
- Strong customer service, problem-solving, communication, and documentation skills.
- Fluency in Gujarati, Hindi, and English.
- Strong working knowledge of CRM, ticketing systems, and spreadsheets.
- Healthcare, health-tech, hospital, elder-care, TPA, diagnostics, or premium concierge experience is preferred.
Working Conditions
- The role is Ahmedabad-based with regular visits to hospitals, diagnostic centres, providers, and member homes.
- The role includes after-hours and weekend escalation coverage and occasional travel to Hyderabad.
- The role is described as in-office and field-based, with part of the evening US-team meeting conducted from home.
Working Hours
- Working hours are 12:00 PM to 6:00 PM from the office, followed by a 7:00 PM to 8:00 PM meeting with the US team from home.
- Working hours may change based on business requirements.
Pay
- Pay starts at ₹30,000 per month.
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