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 1. 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. 4.

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. 5.

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.

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.

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