Emergency Response Coordinator

Heartbeat Angels

This is a Rotational Shift Job including night shift

Role Overview

Heartbeat Angel

Key Responsibilities

• Respond to real-time medical alerts triggered by the users.
• Assess the situation over the phone using company’s proprietary Emergency Management Platform– identify the patient, their condition, contact person, and incident location.
• Coordinate with ambulance partners, remote doctors, hospitals, TPAs, and insurers to ensure fastest medical attention.
• Maintain accurate records of each case and update the Emergency Management portal.
• Remain calm, empathetic, and solution-focused under pressure.
• Participate in training, drills, and performance reviews to stay emergency-ready.

Eligibility Criteria

• Excellent verbal communication in English or Hindi; fluency in a regional Indian language is a plus.
• Ability to stay composed and think clearly under stress.
• Strong sense of empathy and active listening skills.
• Comfortable working in shifts, including weekends or nights (rotational, if applicable).
• Women returning to work after a career break are encouraged to apply.

Training & Support

• Certified training in First Response, Basic Life Support (BLS), and emergency protocols. Familiarization with company’s tools: mobile app, emergency dashboard, QR-based alert system.
• Regular refresher sessions and mock drills.
• Opportunity to grow into supervisory or training roles based on performance.

Heartbeat Angels (PHAs)

What do PHAs do when an emergency alert is received?

1.

• Quickly determine if the situation qualifies as a medical emergency.
• In case of doubt, always treat it as an emergency.

2.

• Identify

  who the patient is

   and

  who the point of contact

   is.
• Assess the

  current condition

   of the patient.
• Confirm the

  exact location

   of the incident.
• Identify the

  nearest suitable hospital

  .

3.

• Arrange for

  remote doctor consultation

   (tele-triage).
• Dispatch an

  ambulance

   as needed.
• Liaise with

  insurance companies

  ,

  TPAs

  , and

  hospital teams

   to ensure a smooth, fast-tracked admission and medical attention process.