Care Manager (24×7 Operations)

EzyHelpers; Bengaluru; On-site; INR 446,000 - 781,000; Full time

Benefits offered by this job

Group medical insurance (family floate

Annual leave

Quarterly off-sites

Annual performance bonus 1–2 months

Job summary

EzyHelpers in Bangalore (Indiranagar) seeks a Central Operations Care Manager to triage, dispatch, and support families and caregivers across three rotating shifts. You’ll coordinate hospital discharges, manage urgent escalations, and ensure timely responses for critical inquiries.

The role emphasizes calm under pressure, clear written communication, and reliable documentation within an evidence‑driven operation.

Qualifications

• Bachelor’s degree in any discipline.
• 2+ years in customer-facing operations (hospital, hotel, startup ops, etc.).
• Comfort with shift work, including night shifts on rotation.
• Strong written communication for WhatsApp and email.
• Calm under pressure; references should call out your composure.
• Comfortable with software tools (custom dispatch app).

Responsibilities

• Answer inbound calls, messages, and WhatsApp within SLA.
• Triage emergencies and connect to ambulance, doctor, or family.
• Dispatch caregivers for same-day placements within 6-hour SLA.
• Handle replacement requests within 24 hours.
• Maintain the duty log for all calls and actions.
• Coordinate hospital discharge placements with case managers.
• Brief incoming caregivers on each new family before they depart.
• Be the family’s day-to-day point of contact for concerns.
• Escalate clinical questions to the Clinical Care Manager.
• Handle billing queries and payment follow-ups.
• Run monthly retention calls with active long-term clients.
• Document everything in an evidence-driven operation.

Skills

Customer-facing ops

Shift work

Education

Bachelor's degree

Tools

Dispatch app

Job description

Central operations role — the person families and caregivers call when something matters. Rotating shifts including nights; ₹40–70k/month with night-shift differential, cab transport, and a real path to Operations Head.

Bangalore (EzyHelpers office, Indiranagar)

1,000+ families served We review every application Mutual fit response within 2 weeks

About the role

Care Managers run the central nervous system of our care operations. Families call you when they’re worried. Caregivers WhatsApp you when something’s off. Hospitals message you when a discharge is happening tomorrow morning. You triage all of it, make a call, dispatch a person, and follow up by 9 AM. We run three shifts (8 AM–4 PM, 4 PM–12 AM, 12 AM–8 AM), and there’s always at least one Care Manager on duty. The night shift is quieter but more consequential — most emergencies happen between 11 PM and 4 AM. It’s a role for someone who finds calm in chaos — a hospital BD, a startup ops generalist, or a triage nurse who wants off the ward.

What you'll do

• Pick up every inbound call, message, and WhatsApp within the response SLA.
• Triage emergencies — connect to ambulance partner, treating doctor, family.
• Dispatch caregivers for same-day placements (within 6-hour SLA).
• Handle replacement requests within 24 hours.
• Maintain the duty log — every call, every action, every outcome.
• Coordinate hospital discharge placements with case managers.
• Brief incoming caregivers on each new family before they leave.
• Be the family’s day-to-day point of contact for any concern.
• Escalate clinical questions to the Clinical Care Manager.
• Handle billing queries and payment follow-ups.
• Run the monthly retention call with active long-term clients.
• Document everything — we are an evidence-driven operation.

What we're looking for

Skills and experience required

• Bachelor’s degree (any discipline).
• 2+ years in customer-facing operations (hospital, hotel, startup ops, etc.).
• Comfort with shift work, including night shifts on rotation.
• Strong written communication for WhatsApp and email.
• Calm under pressure — references should call out your composure.
• Comfortable with software tools (we use a custom dispatch app).

Nice to have

Bonus points if you have these

• Healthcare BD or family-facing patient relations background.
• Tamil or Telugu fluency.
• Prior 24×7 operations role.

Shift

• Rotating: 8 AM–4 PM, 4 PM–12 AM, 12 AM–8 AM. Two-week rotations.
• Group medical insurance (family floater).
• Annual leave (20 days).
• Quarterly off-sites.
• Annual performance bonus 1–2 months.
• Year 1 · Care Manager — master triage and dispatch.
• Year 3+ · Operations Head.