Head of Medical Concierge — PRVNT

Chennai, India (on-site) | Full time | Base salary + equity

ABOUT PRVNT

PRVNT is a preventive-health and longevity company. We bring the world's most advanced diagnostics to our members — longevity biomarker panels, epigenetic organ-age testing, whole-exome and whole-genome sequencing, gut and skin microbiome analysis, environmental-exposure testing, and comprehensive blood panels running to 270 markers — with home sample collection, expert consultations, and personalised action plans. Our members trust us with the most important thing they own: their health.

THE ROLE

You will own the member experience end to end and build the operating system behind it. Every PRVNT test is a journey — enquiry, booking, kit logistics, sample collection, lab processing in India or the US, results, consultation, retest. Your job is to make that journey feel effortless and premium at every step, and to codify it into protocols and SOPs so the quality holds at ten members or ten thousand.

This is a builder's seat. You write the playbook from scratch, hire and lead the concierge team that runs it, and report directly to the founder.

WHAT YOU'LL DO

- Own the member journey — onboarding, booking, home phlebotomy, kit logistics (including US-shipped kits), results delivery, consult scheduling, retest cadence
- Build protocols and SOPs for every touchpoint — TAT commitments per test, sample handoffs, delayed-result playbooks, escalation paths for abnormal or sensitive results
- Hire and lead the concierge team — service standards, scripts, training, QA, coverage across time zones
- Run the numbers — TAT adherence, first-response time,



NPS/CSAT; set benchmarks and report weekly
- Coordinate partners — domestic labs, US reference labs, phlebotomy networks, couriers — so handoffs never become the member's problem
- Handle the hardest conversations yourself — white-glove top members, own escalations, set the tone: warm, precise, medically accurate
- Close the loop with the clinical team — consultations happen, action plans land, retests get scheduled
- Feed member insight back into the product — test menu, pricing, packaging
- Protect member data — strict health-data confidentiality and consent practices

WHO YOU ARE

- 6–10 years in healthcare operations, patient experience, or premium service leadership; 3+ years leading a team
- Clinical or allied-health background (MBBS / BDS / nursing / allied sciences) preferred; fluency with medical terminology and lab reports is essential either way
- You've built SOPs and playbooks from scratch — not inherited them
- Detail-obsessed, calm under escalation, personal follow-through
- Excellent written and spoken English; Tamil and/or Hindi a plus
- Comfortable with early-stage ambiguity — you'd rather build the system than ask for one
- Based in Chennai or willing to relocate; flexible across time zones with our US lab partners

WHAT WE OFFER

- Base salary + equity — we want an owner, not a passenger. Equity vests over time; this role is built for long-term commitment and the upside reflects it
- Work across the globe — US and India lab networks, international partners and members, travel as the role grows
- A ground-floor leadership seat — you define what world-class preventive-health service looks like in India

📌 Head of medical concierge (Chennai)
🏢 Prvnt
📍 Chennai