Community Manager

Location Koramangala, Bangalore (Inside the hospital & within the local community)

Department Patient Care / Customer Relations / Guest Relations

Reporting to Hospital Operations Manager

Experience 3 + years (hotel/hospitality background preferred)

Qualification Graduate in Hospital Management / Hospitality / Hotel Management Preferably exHotelier, or exConcierge, Guest relations, Airlines (pref. international)

Key Responsibilities

1. InHospital Navigation Greet, triage and escort patients to OPD, wards, labs, pharmacy, etc. Liaise with clinical & nonclinical teams to unlock” services and resolve onpremise needs.

2. Community Outreach & Concierge Serve as the patients’ single point of contact for all healthcarerelated services: • Medicine delivery • Appointment booking (inhospital & partner clinics) • Bloodtest scheduling and collection coordination

3. OnCall Support Answer incoming calls, resolve general queries, and triage medical vs. nonmedical issues. Use CRM to book appointments, arrange home services, escalate urgent needs, and follow up until closure

4. EndtoEnd Ownership Proactively track each patient’s journey—preadmission through postdischarge followup. Ensure high satisfaction by closing the full loop on every request and delivering empathetic, solutiondriven service.

5. Interdepartmental Coordination Work with clinical teams, IT/EMR support, billing, pharmacy, and external vendors to ensure final resolution. Maintain accurate logs in CRM and hospital systems; escalate redflag situations immediately.

6. ProblemSolving & Brand Representation Act as the face and voice of Superhealth—when a patient has a need, get it done. Uphold the highest standards of privacy, professionalism, and our patientfirst ethos.

7. Metrics & Continuous Improvement

Ensure meeting company set KPIs: firstcontact resolution, average handling time, community engagement, and patient feedback.

Qualifications

• Background & Attitude

3+ years in hospitalitystyle roles (hotel concierge, guest relations,)

Serviceoriented, with a “get it done” mentality

• Hard Skills CRM proficiency (ticketing, logging, reporting) Phonecenter software familiarity and strong phonehandling etiquette

Mobile & desktop literacy (Google Sheets, basic EMR navigation)

• Soft Skills

Exceptional communication in English, Kannada & Hindi

Polished interpersonal presence, empathy, and discretion

Sharp problemsolving and attention to detail under pressure

Ability to conceptualize and execute community campaigns tied to measurable outcomes

• Other

Comfortable with flexible hours to cover inhospital, field, and calling shifts

Strong task-management aptitude

Commitment to our hospitalitydriven, patientfirst culture