PHCM -Team Leader , Hyderabad

LIVLONG; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

LIVLONG is seeking a Physical Health Concierge Relationship Manager (Platinum Care Advisor) to serve premium clients across our health and wellness ecosystem. You will be the trusted single point of contact, orchestrating end-to-end health service delivery with empathy and professionalism while identifying cross-sell opportunities to drive revenue.

In this role you will coordinate with medical, network, wellness, and operations teams, ensuring timely responses and high-quality service.

Qualifications

• Minimum 4 years proven experience in concierge services, relationship management or client coordination ideally within healthcare, pharma, wellness or hospitality.
• Familiarity with healthcare or wellness service ecosystems is highly desirable.
• Exceptional interpersonal and verbal communication skills; ability to convey complex health information with clarity, empathy and professionalism with a sales orientation.

Responsibilities

• Be the primary point of contact for premium LIVLONG clients and ensure seamless end-to-end health service coordination.
• Coordinate end-to-end health service delivery for assigned high-net-worth clients and meet requests within SLA timelines.
• Maintain 24x7 availability with timely responses to client inquiries and proactive updates on service progress.
• Collaborate with internal teams (medical, network, operations, call center, virtual concierge) and external providers to fulfill requests and ensure quality.
• Identify cross-sell / upsell opportunities and contribute to monthly/quarterly revenue targets.
• Track and report revenue from cross-sell activities and ensure client satisfaction surveys are completed.

Skills

Interpersonal communication

Verbal communication

Sales aptitude

Customer relationship management

Job description

Role & responsibilities

Role Overview: As a Physical Health Concierge Relationship Manager termed as Platinum Care Advisor at Livlong, you will be the dedicated point of contact for our premium clients. Your role is to deliver exceptional, top-notch concierge healthcare services, ensuring seamless end-to-end management and coordination of personalized health and wellness service requirements by the client. You will proactively engage with clients, internal teams and external partners to fulfill health service requests promptly and with utmost care, embodying empathy, positivity and professionalism. You will be responsible to generates revenue and meet the revenue targets by identifying cross sale/upsell opportunities based on the health needs by the customer.

Provide exemplary customer-centric concierge services to Companys premium health clients, fostering trust and long-term relationships.

• Successfully coordinate and close health and wellness service requests within SLA timelines

Coordinate and manage end-to-end health service delivery for assigned HNI clients, ensuring all their wellness needs and requests are met efficiently.

• Ensure 24x7 availability with timely response to client inquiries.
• Liaise and collaborate with internal departments (medical teams, Network team, wellness experts, operations team, call center team, virtual concierge team) and external stakeholders (hospitals, clinics, wellness providers & Vendors) to fulfill client service requests.
• Maintain proactive and timely communication with clients, keeping them informed about service request progress, changes and health updates.
• Ensure speed, accuracy and quality in delivering all health concierge services, anticipating client needs and resolving issues promptly.
• Exhibit excellent spoken communication skills with clarity, warmth and empathy, creating a positive and reassuring client experience.
• Represent Livlong professionally and positively, maintaining high personal grooming and presentation standards.
• Adopt a solution-oriented mindset, responding to challenges with creativity and calm.
• Maintain 100% compliance with confidentiality, privacy and professional standards concerning client health information.
• Identify opportunities for cross sales /Upsell and responsible to generate revenue, from the assigned client as per the monthly/quarterly targets set.
• Track and report revenue generated from cross-sell/up-sell activities on a monthly basis.
• Ensure customer satisfaction surveys are captured from client upon service utilisation.

Preferred candidate profile

Minimum 4 years proven experience in concierge services, relationship management or client coordination ideally within healthcare, Pharma, wellness or a hospitality sector.

• Familiarity with healthcare or wellness service ecosystems is highly desirable.
• Exceptional interpersonal and verbal communication skills; ability to communicate complex health information with clarity, empathy and professionalism with a bend to sales skills