KEY RESPONSIBILITIES

Member & Family Care

- Serve as the dedicated contact for members and families through phone, email, messaging and in-person channels.
- Provide transparent, empathetic responses and proactive updates on wellbeing, care activities, medical developments, appointments

and services.

- Build trust through regular check-ins and anticipate changing member needs.

Clinical & Service Coordination

- Coordinate doctor consultations, home visits, nursing, caregiver/attendant deployment, physiotherapy, diagnostics, pharmacy

and other care services.

- Coordinate hospital admissions, discharges, transfers and post-discharge follow-ups.
- Respond to emergencies by activating the appropriate resources quickly and keeping families informed.
- Coordinate with hospitals, vendors and service partners to maintain quality and timely delivery.

Billing, Documentation & CRM

- Verify invoices, service charges and hospital/vendor bills; support timely billing, payment follow-up and reconciliation.
- Maintain accurate member records, case notes, service logs and medical documentation.
- Keep CRM data current, confidential and compliant with internal standards; prepare required reports.

Relationship & Retention

- Build long-term, trust-based relationships and monitor member satisfaction.
- Act on feedback, support renewals and reduce attrition through proactive engagement.




- Identify appropriate package upgrades/value-added services based on genuine member needs.

Escalation & Team Coordination

- Act as the first-line responder for concerns and grievances; assess urgency and escalate within defined protocols.
- De-escalate sensitive situations through active listening, patience and professionalism.
- Coordinate with clinical, billing, operations, administrative and field teams to ensure continuity of care.
- Document root causes, resolutions and closure; support colleagues during peak loads and emergencies.

KEY SKILLS & COMPETENCIES

Empathetic communication Care coordination Problem solving Documentation accuracy Organization & time

management Customer service Escalation & conflict management Ownership & adaptability Emotional resilience

Digital/CRM proficiency

KEY PERFORMANCE INDICATORS

Member satisfaction & experience Case closure TAT Membership retention/renewal Billing accuracy & reconciliation

Active case management Timely admission/discharge/follow-up coordination CRM/documentation compliance

Query/grievance response & resolution Timely escalation and closure

QUALIFICATION & EXPERIENCE

- Graduate in any discipline; healthcare, nursing, social work, hospital administration or related background preferred.

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

📌 Care Co-ordinator (Bhowanipore)
🏢 Tribecacare Private
📍 Bhowanipore