Customer Service Manager

Company Name: Hindustan Wellness

Job Title: Customer Support Manager – Teleconsultation Services

Experience Required: 4+ years

Location: Gurugram

Department: Customer Success

About Company

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