PHCM -Team Leader , Hyderabad

Role & responsibilities

Role Overview: As a Physical Health Concierge Relationship Manager termed as Platinum Care Advisor at Livlong, you will be the dedicated point of contact for our premium clients. Your role is to deliver exceptional, top-notch concierge healthcare services, ensuring seamless end-to-end management and coordination of personalized health and wellness service requirements by the client. You will proactively engage with clients, internal teams and external partners to fulfill health service requests promptly and with utmost care, embodying empathy, positivity and professionalism. You will be responsible to generates revenue and meet the revenue targets by identifying cross sale/upsell opportunities based on the health needs by the customer.

Provide exemplary customer-centric concierge services to Companys premium health clients, fostering trust and long-term relationships.

• Successfully coordinate and close health and wellness service requests within SLA timelines

Coordinate and manage end-to-end health service delivery for assigned HNI clients, ensuring all their wellness needs and requests are met efficiently.

• Ensure 24x7 availability with timely response to client inquiries.
• Liaise and collaborate with internal departments (medical teams, Network team, wellness experts, operations team, call center team, virtual concierge team) and external stakeholders (hospitals, clinics, wellness providers & Vendors) to fulfill client service requests.
• Maintain proactive and timely communication with clients, keeping them informed about service request progress, changes and health updates.
• Ensure speed, accuracy and quality in delivering all health concierge services, anticipating client needs and resolving issues promptly.
• Exhibit excellent spoken communication skills with clarity, warmth and empathy, creating a positive and reassuring client experience.
• Represent Livlong professionally and positively, maintaining high personal grooming and presentation standards.
• Adopt a solution-oriented mindset, responding to challenges with creativity and calm.
• Maintain 100% compliance with confidentiality, privacy and professional standards concerning client health information.
• Identify opportunities for cross sales /Upsell and responsible to generate revenue, from the assigned client as per the monthly/quarterly targets set.
• Track and report revenue generated from cross-sell/up-sell activities on a monthly basis.
• Ensure customer satisfaction surveys are captured from client upon service utilisation.

Preferred candidate profile

Minimum 4 years proven experience in concierge services, relationship management or client coordination ideally within healthcare, Pharma, wellness or a hospitality sector.

• Familiarity with healthcare or wellness service ecosystems is highly desirable.

• Exceptional interpersonal and verbal communication skills; ability to communicate complex health information with clarity, empathy and professionalism with a bend to sales skills