Role Description

We are looking for a highly accountable and people-oriented Customer experience lead from the front in a rapid-paced patient engagement environment.

This role goes beyond individual coaching it requires solid 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 managementstrategies, 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 0–1 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.

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.

Required Skills & Qualifications
- 2–4 years of experience in Health Coaching, Patient Engagement, Care Coordination, Customer Success, or related roles.
- Prior experience in team handling or people management is mandatory.
- Strong escalation handling and crisis management capabilities.
- Excellent verbal and written communication skills.
- Ability to stay calm, structured, and solution-oriented in high-pressure situations.
- Comfortable working nightshifts in a high-responsibility workplace.
- Strong interpersonal skills with the ability to manage both patients and internal teams effectively.
- High ownership mindset and operational reliability.

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Work Location: In person

📌 Senior Customer Experience Lead (Chennai)
🏢 Amura Health
📍 Chennai