Sales Executive

Krishna Enterprises; Dadri; In loco; INR 520.000 - 900.000; Tempo pieno

Descrizione del lavoro

Metaboliq in Noida Sec-9 seeks a Care Coordinator to own the end-to-end patient lifecycle, from initial inquiry to onboarding and ongoing engagement, ensuring adherence and outcomes.

You will coordinate calendars, manage appointments with physicians and clinicians, guide patients through diagnostics, treatment planning, and health coaching, while maintaining compliant non-clinical boundaries.

Competenze

• 1–3 years of proven experience in care coordination or high-touch customer success.
• Bilingual English + regional languages is highly valued.
• Experience using modern CRMs (LeadSquared, HubSpot, Salesforce, Zoho).
• Strong empathy, emotional intelligence and calm de-escalation skills.

Mansioni

• Lead engagement and onboarding by connecting with new inquiries and guiding onboarding.
• Coordinate physician and clinician calendars to book appointments and manage reschedules.
• Navigate patients through the care journey from lead to diagnosis, treatment plan and coaching.
• Serve as primary touchpoint via WhatsApp and voice with timely responses using approved templates.
• Perform non-clinical triage and escalation to appropriate stakeholders while maintaining regulatory compliance.

Conoscenze

Care coordination

Patient relationship management

High-touch customer support

Multichannel communication

Strumenti

LeadSquared

HubSpot

Salesforce

Zoho

WhatsApp Business

Descrizione del lavoro

Department: Patient Care & Operations Experience Required: 13 Years Location: Noida Sec-9 Employment Type: Full-time

About Metaboliq

At Metaboliq, we are transforming metabolic health management through personalized, data-driven, and continuous clinical care. We integrate medical expertise, diagnostic insights, customized nutrition, and dedicated lifestyle coaching to help patients reverse chronic conditions and reclaim their metabolic vitality.

Role Overview

As a Care Coordinator, you will be the core relationship and operational link between the patient and Metaboliq's multidisciplinary clinical team (physicians, dietitians, and coaches). You will own the end-to-end patient lifecycle-engaging initial leads, guiding them through onboarding, and proactively orchestrating every stage of their treatment to drive exceptional adherence, engagement, and patient outcomes.

Key Responsibilities

• Lead Engagement & Onboarding Conversion Promptly connect with new patient inquiries to introduce the Metaboliq program and assess baseline requirements. Address non-clinical inquiries transparently, build rapport, and highlight program value. Gather essential onboarding intake details and shepherd qualified individuals toward their initial clinical consultations and assessments.
• Consultation & Calendar Coordination Manage physician and clinician schedules to ensure seamless appointment booking and optimal calendar utilization. Send automated and personalized confirmations, pre-consultation reminders, and preparation checklists. Actively manage reschedules and execute structured re-engagement cadences for no-shows to maintain high attendance rates.
• End-to-End Care Journey Orchestration Track and navigate patients across each phase of the care continuum: Lead Assessment Diagnostics/Labs Doctor Consultation Treatment Plan Nutrition/Diet Health Coaching Periodic Review Monitor progression pipelines to immediately spot delays, drop-offs, or stalled test results. Collaborate with internal departments (labs, diagnostics, clinical ops) to remove friction points and maintain up-to-date patient records in the CRM.
• Multichannel Communication (WhatsApp & Voice) Serve as the primary daily touchpoint via scheduled outbound calls and inbound WhatsApp inquiries. Maintain strict turnaround times (TAT) for all patient queries using approved clinical and brand communication templates. Drive adherence to prescribed care tasks, diagnostic bookings, and coaching milestones through gentle, structured follow-ups.
• Issue Triage & Escalation Recognize patient needs swiftly and route them to the appropriate stakeholder: Physician / Clinician: Emergent symptoms, medication queries, medical side effects. Dietitian / Health Coach: Nutrition blockers, customized meal adjustments, habit roadblocks. Operations / Support: Billing, lab sample collection delays, app technical glitches. Strict Non-Clinical Boundary (Critical Guardrails) To maintain regulatory compliance and patient safety, the Care Coordinator operates exclusively in a non-clinical capacity. You must not: Diagnose medical conditions or interpret clinical/laboratory reports. Prescribe, recommend, or suggest medications or supplements. Alter drug dosages, treatment protocols, or dietary prescriptions. Provide clinical advice or medical second opinions under any circumstance.

Strict Non-Clinical Boundary (Critical Guardrails)

To maintain regulatory compliance and patient safety, the Care Coordinator operates exclusively in a non-clinical capacity. You must not: Diagnose medical conditions or interpret clinical/laboratory reports. Prescribe, recommend, or suggest medications or supplements. Alter drug dosages, treatment protocols, or dietary prescriptions. Provide clinical advice or medical second opinions under any circumstance.

Key Performance Indicators (KPIs)

• Lead Conversion & Velocity: Lead contact rate, first-response time (FRT), consultation booking rate.
• Attendance & Retention: Consultation show-up rate, no-show reduction rate, patient drop-off rate.
• Operational Execution: Milestone completion adherence (Labs Consultation Diet), WhatsApp/voice SLA compliance, and overall patient CSAT.

Candidate Profile

Target Industry Background: Primary: HealthTech, Telemedicine, Digital Therapeutics, Diagnostics Chains, Hospitals, Healthcare BPOs, Online Pharmacy, D2C Health/Wellness/Fitness. Secondary: Premium D2C Customer Success, EdTech Admissions/Counseling, High-Touch Insurance Operations.

Qualifications & Skills

1–3 years of proven experience in care coordination, patient relationship management, or high-touch customer success. Exceptional verbal and written communication skills; bilingual fluency (English + regional languages) is highly valued. High operational discipline with experience using modern CRMs (e.g., LeadSquared, HubSpot, Salesforce, Zoho) and WhatsApp Business tools. Strong empathy, emotional intelligence, and calm de-escalation skills when dealing with concerned or anxious patients. Acute attention to detail and sound judgment in spotting when an issue requires immediate medical escalation.