PORTEA MEDICAL IS HIRING FOR CUSTOMER SUPPORT ROLE - BANGALORE LOCATION - APPLY NOW!!!

Customer Support & Escalations Specialist

About the role

This role owns escalations and everyday queries, drives retention and satisfaction, and resolves issues early. When a fix needs another team, it coordinates across operations, clinical, finance and tech, and corrects the record, order or process step behind the issue so it does not recur. Portea's operations, clinical, support and technology teams, plus the tools and data to track every case, are there to deliver this.

What the role does

1. Owns escalations end to end Carries every escalation from first report to closed resolution, and follows up without being chased.

2. Resolves patient queries Answers questions on service, scheduling, billing and care across call, WhatsApp and email, at first contact where possible.

3. Drives cross-team resolution Turns the patient's problem into a specific ask for the team that can fix it, and pushes the case across operations, clinical, finance and tech until it is answered. Raises an internal escalation through the portal when a case needs it.

4.



Handles hard conversations Stays calm with anxious or upset families and finds a practical solution when the first option fails.

What the role needs

- 1 to 3 years in customer support, patient or customer success, operations or another service-led role
- Graduate in any discipline; a medical background is not required
- Bangalore-based, from office
- Calm under pressure, especially with anxious or upset patients and families
- Explicit communication: empathetic with patients, specific with internal teams
- Ownership: takes a problem forward independently and sees it through
- Practical problem-solving across several open cases at once
- Comfort with Excel or Google Sheets, case trackers and ticketing tools

What's a plus

- Healthcare, home healthcare or another patient-centric service background
- A record of closing escalations or complaints at volume
- A regional language many patients speak, beyond English and Hindi
- Keen to use AI to cut repetitive work

How success is measured

- Escalations resolved within the agreed turnaround time
- Share of queries closed at first contact
- Patient satisfaction on cases handled
- Fewer repeat complaints on corrected issues
- Complete, accurate case records any team can pick up

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