Patient Success Manager

smiles.ai; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Job summary

smiles.ai in Bengaluru, Karnataka, is seeking a proactive Patient Engagement Associate to drive follow-ups with patients, communicate treatment plans, and manage scheduling and revenue realization.

You will handle payment objections, present EMI options, document objections in CRM, and contribute to weekly reports by tracking conversion and no-show trends. You will work closely with the clinic team to reduce case abandonment and improve patient outcomes.

Responsibilities

• Daily outreach to patients with pending treatment plans via WhatsApp, calls, and SMS.
• Document follow-up outcomes and track conversion to scheduled appointments.
• Clarify treatment costs, scope, and payment options including EMI and insurance.
• Log all follow-ups in patient CRM with case status, objection, and resolution.
• Generate weekly reports and flag trends to clinic lead.

Job description

Key Responsibilities

1. 1. Case Follow-up
   Daily outreach to patients with pending treatment plans (WhatsApp, calls, SMS)
   Track follow-up cadence and conversion to scheduled appointments
2. 2. Payment Objection Handling
   Clarify treatment cost, scope, and clinical rationale
   Explain payment plans, EMI options, insurance coverage
   Document objection type (price, timing, clinical doubt, budget) and resolution
3. 3. Patient Communication
   Send pre-appointment prep (documents needed, time to allocate, what to expect)
   Send post-consultation treatment summary and next steps
   Handle rescheduling friction and no-show prevention
4. 4. Data & Reporting
   Log all follow-ups in patient CRM (case status, objection, resolution)
   Weekly report: cases contacted, conversion %, drop-off reasons
   Flag trends (e.g. \"payment plans needed,\" \"clinical doubt common\") to clinic lead
5. 5. Revenue Realization
   Ensure advance collection/booking before scheduled appointments
   Reduce case abandonment after consultation
   Drive referral follow-up and reminder calls (e.g. post-op, annual checkup)