International client relationship and escalations manager

Amura Health; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Amura Health in Chennai seeks a highly accountable Health Coach L2 to lead from the front in a fast-paced patient engagement environment. This role requires strong team handling, ownership, escalation management, and the ability to navigate high-pressure situations with empathy and clarity.

The ideal candidate will manage teams, handle critical patient conversations, and ensure a consistently high-quality patient experience during night operations, while promoting healthcare excellence.

Responsibilities

• Initiate and maintain regular, personalized interactions with clients, understanding their unique health needs and challenges.
• Provide expert advice and support tailored to each client's specific health conditions and goals using a holistic and empathetic approach.
• Encourage and motivate clients to adhere to their health plans, overcome obstacles, and celebrate progress.
• Educate clients on health management strategies, lifestyle modifications, and wellness practices to promote long-term improvement.
• Monitor and document client progress, adjusting plans as needed to ensure continued advancement toward health goals.
• Lead, mentor, and guide Levels 01 health coaches, fostering professionalism, accountability, and collaboration.
• Build a positive team culture that emphasizes learning and continuous improvement. Crisis Management
• Assist clients in navigating and managing health crises, offering timely and effective support.
• Manage escalated or high-risk client cases with composure and sound judgment.
• Provide training to staff on crisis-handling protocols and ensure team readiness for urgent situations.
• Take decisive action in time-sensitive scenarios while maintaining client trust and safety.
• Audit client interactions to ensure empathy, professionalism, and adherence to quality standards.
• Resolve client complaints swiftly and effectively to maintain high satisfaction and retention rates.
• Ensure compliance with organizational standards, confidentiality protocols, and industry best practices.
• Work closely with healthcare professionals and team members to ensure a coordinated approach to client care.
• Recommend and implement operational improvements to optimize performance.
• Promote adaptability, continuous learning, and skill development across the team.

Job description

RoleDescription:

We are looking for a highly accountable and people-oriented Health Coach L2 to lead from the front in a fast-paced patient engagement environment.

This role goes beyond individual coaching it requires strong team handling capabilities, operational,Ownership, escalation management, and the ability to navigate high-pressure situations with empathy

and clarity.

The ideal candidate should be comfortable managing teams, handling critical patient

conversations,supporting and ensuring a consistently high-quality patient experience during night operations.

Responsibilities

Client Engagement & Health Guidance

• Initiate and maintain regular, personalized interactions with clients, understanding their unique health needs and challenges.
• Provide expert advice and support tailored to each client's specific health conditions and goals using a holistic and empathetic approach.
• Encourage and motivate clients to adhere to their health plans, overcome obstacles, and celebrate progress.
• Educate clients on health management strategies, lifestyle modifications, and wellness practices to promote long-term improvement.
• Monitor and document client progress, adjusting plans as needed to ensure continued advancement toward health goals.

Leadership & People Management

• Lead, mentor, and guide Levels 01 health coaches, fostering professionalism, accountability, and collaboration.
• Build a positive team culture that emphasizes learning and continuous improvement. Crisis Management
• Assist clients in navigating and managing health crises, offering timely and effective support.
• Manage escalated or high-risk client cases with composure and sound judgment.
• Provide training to staff on crisis-handling protocols and ensure team readiness for urgentsituations.
• Take decisive action in time-sensitive scenarios while maintaining client trust and safety.

Client Experience & Quality Control

• Audit clientinteractions to ensure empathy, professionalism, and adherence to quality standards.
• Resolve client complaintsswiftly and effectively to maintain high satisfaction and retention rates.
• Ensure compliance with organizationalstandards, confidentiality protocols, and industry best practices. Collaboration & ContinuousImprovement
• Work closely with healthcare professionals and team members to ensure a coordinated approach to client care.
• Recommend and implement operational improvements to optimize performance.
• Promote adaptability, continuous learning, and skill development acrossthe team.