Role Description :

The Clinical Concierge Associate is responsible for providing end-to-end concierge and patient facilitation services for individuals/ family seeking care. The role acts as a single point of contact, guiding patients through their healthcare journey—from initial screening and OPD consultations to insurance approvals, hospital admissions, and post-discharge coordination.

Key Responsibilities:

● Act as a single point of contact for patients and caregivers seeking healthcare support

● Conduct preliminary clinical and non-clinical screening to assess patient needs, gather medical records, and prioritize cases by urgency

● Facilitate appointment scheduling with specialists and coordinate diagnostic investigations and OPD consultations

● Guide patients through insurance and financial processes — including cashless hospitalization, pre-authorization, and documentation requirements — while coordinating with internal stakeholders

● Coordinate hospital admissions and take help of internal teams in liaisoning with hospital departments for admission formalities, clinical coordination, and scheduling of procedures

● Serve as a trusted care navigator throughout the treatment journey, providing empathetic and regular updates to patients and their families

● Coordinate post-OPD and post discharge requirements including prescriptions, follow-up consultations, and patient engagement

● Ensure documentation accuracy, timely closure of requests, and adherence to SLAs across all patient touchpoints

Key Requirements:

● Preferred experience in patient care coordination, clinical concierge, healthcare concierge services, digital health coaching

● Education Qualification — Bachelor's degree in Nursing, Pharmacy, Life Sciences, Allied Health Sciences, Dentistry

● Strong clinical knowledge of Tertiary care treatment pathways and medical terminology

● Good communication skills with proficiency in English and Hindi; regional language proficiency is a plus

● High emotional intelligence with the ability to handle sensitive clinical situations and grieving or anxious patients with empathy

● Operational proficiency in insurance processes, hospital admission/discharge workflows, and documentation management

● Familiarity with CRM tools, MS Office, and tele-calling or digital engagement platforms

● Highly motivated with strong attention to detail, ownership mindset, and ability to manage multiple stakeholders simultaneously

● 2–5 years of relevant experience preferred; experience in Cardiology and/or Oncology care pathways will be highly advantageous