Healthcare Triage & Member Experience Executive

Healthcare Triage & Member Experience Executive
Location: Mumbai | On-Premise | Full-Time
About Healync Private HealthHealync Private Health is a high-touch healthcare service for leaders of industry and their families.We act as a trusted partner across the healthcare journey — helping members navigate complex medical needs with discretion, speed and precision. Our approach combines deep healthcare expertise with the standards of private, personalized hospitality.The RoleWe are looking for a Healthcare Triage & Member Experience Executive who will be one of the first points of contact for our members.
This is a role for someone who can listen carefully, understand what a member needs, ask the right questions, and determine what needs to happen next — while ensuring the member feels heard, reassured and genuinely looked after.You will combine initial healthcare triage, intelligent routing and exceptional member service. You will work closely with Case Managers and clinical and operations teams to ensure that every request reaches the right person with the right context.
A medical degree such as MBBS is not required for this role.

What You Will Do

· Be a trusted first point of contact for members and their families for healthcare-related requests.

· Listen carefully to the member, understand the concern and gather the relevant information.

· Conduct initial healthcare triage within defined protocols and identify the appropriate next step.

· Recognise when a request requires routine handling, priority attention, specialist input or escalation to a qualified clinical professional.

· Escalate urgent, sensitive or high-priority situations promptly and appropriately.

· Ensure every request is handed over to the appropriate Case Manager, clinical or operations team with clear and complete context.

· Maintain accurate records of member interactions, requests and relevant information.

· Follow up internally to ensure that requests are not lost between teams.

· Identify recurring member needs, concerns or patterns and communicate these proactively to the relevant team.

· Deliver a highly personalized, responsive and polished member experience at every interaction.

· Handle sensitive information with complete discretion and confidentiality.

· Help build a culture of speed, ownership, warmth and exceptional service across the member experience.

The Member Experience We Expect
Our members are accustomed to a very high standard of service.You should be able to handle a conversation where a member may simply say:

You should know how to listen, ask the right questions, understand the situation, determine the appropriate route within your defined protocols, and ensure that the right person takes it forward.
The member should leave the interaction feeling:“Someone capable is taking care of this.”

Who You Are

· 2–4 years of experience in healthcare, hospital patient services, healthcare coordination, medical concierge, premium customer experience, luxury hospitality or a related field.

· A medical degree is not required.

· Exposure to healthcare or hospital workflows is strongly preferred.

· Strong ability to listen, ask intelligent questions and understand what a person is actually asking for.

· Exceptional verbal communication and confidence interacting with senior professionals and their families.

· Warm, composed and naturally service-oriented.

· Strong interpersonal skills and an ability to build trust quickly.

· Comfortable handling multiple requests while maintaining attention to detail.

· Calm and effective in situations that may be urgent, sensitive or emotionally charged.

· Excellent written English and documentation skills.

· High level of discretion and respect for confidentiality.

· Proactive, dependable and highly responsive.

· Someone who naturally combines empathy with urgency, and warmth with precision.

Why This Role Matters
At Healync, healthcare is deeply personal.The quality of the first interaction can shape the entire member experience. We are looking for someone who can bring together healthcare awareness, sound judgement, composure and the polish of private hospitality.
If you are someone who enjoys taking ownership, understanding people and making complex situations feel simpler, this role could be a strong fit.

Pay: ₹300,000.00 - ₹600,000.00 per year

Benefits:

• Cell phone reimbursement
• Provident Fund

Ability to commute/relocate:

• Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education:

• Master's (Required)

Experience:

• Healthcare management: 3 years (Preferred)

Language:

• English (Preferred)

Location:

• Mumbai, Maharashtra (Required)

Shift availability:

• Day Shift (Preferred)

Work Location: In person