Healthcare & Family Support Coordinator

About Parivar Mitra

Parivar Mitra is a family-support and assistance platform helping families coordinate reliable support for their parents and loved ones in Pune.

As a Healthcare & Family Support Coordinator, you will be responsible for managing customer requests from the moment they are received until the service is successfully completed.

You will act as the central coordination point between customers and their families, elderly parents and senior citizens, field coordinators, hospitals, clinics, diagnostic centres, pharmacies and service partners.

Your goal is simple: make sure every customer request is handled professionally, communicated clearly and completed on time.

Key Responsibilities

1. Customer Request Management
• Receive and review new service requests through the Parivar Mitra platform.
• Understand the customer's exact requirement.
• Contact customers when additional information is required.
• Verify location, preferred date/time and service requirements.
• Prioritise requests based on urgency and service requirements.
• Maintain accurate customer records.

2. Healthcare & Appointment Coordination
• Coordinate doctor appointments, hospital visits, diagnostic tests, medicine collection and elderly assistance.
• Coordinate with hospitals, clinics, diagnostic centres, pharmacies and approved service partners.
• Ensure customers and their families receive timely updates.
• Escalate urgent situations to the appropriate person or emergency service when required.

3. Field Coordinator Management
• Identify and assign suitable field coordinators.
• Check availability, location and service requirements.
• Share relevant instructions with the assigned coordinator.
• Track assignment acceptance and service progress.
• Follow up until the service is successfully completed.

4. Customer Communication
• Communicate professionally through phone, WhatsApp, email and the Parivar Mitra platform.
• Keep customers and family members informed about request status, appointments, payments, schedule changes and service progress.
• Handle customer questions and concerns with patience and empathy.

5. Follow-up & SLA Management
• Monitor every request from New Request to Completion.
• Proactively follow up on pending requests.
• Identify delays and escalate issues to management.
• Ensure no customer request is left unattended.

6. Partner Coordination
• Coordinate with hospitals, clinics, diagnostic centres, pharmacies and other approved service partners.
• Confirm availability, appointments, service requirements and other operational details.
• Maintain professional relationships with service partners.

7. Documentation
• Maintain accurate records of customer communication, appointments, assignments, service updates and completion.
• Update the Parivar Mitra admin/CRM system regularly.
• Maintain proper documentation for every customer request.

Important: This is a coordination and customer-support role. The employee must work within their professional and legal scope and must not independently diagnose, prescribe medicines or provide medical advice outside their authorised scope.

Requirements

Education

• B.Pharm preferred.
• Pharm.D, B.Sc Nursing, GNM, Healthcare Management or Hospital Administration candidates may also apply.
• Graduates with relevant healthcare, customer service or operations experience may be considered.

Experience

• 1–3 years of experience in healthcare operations, hospital administration, pharmacy, customer service, patient coordination or a similar role is preferred.
• Freshers with strong communication skills and relevant qualifications may also be considered.

Required Skills

• Excellent communication and interpersonal skills.
• Good English and Hindi communication.
• Marathi is strongly preferred.
• Excellent telephone etiquette.
• Strong customer-service mindset.
• Empathy and patience when dealing with senior citizens and families.
• Strong follow-up and coordination skills.
• Good organisational and time-management skills.
• Ability to multitask and work under pressure.
• Strong attention to detail.
• Basic computer and internet skills.
• Comfortable using WhatsApp, email, Excel/Google Sheets and web-based CRM/admin systems.
• Willingness to learn and use new technology.

Ideal Candidate

We are looking for someone who is responsible, proactive, organised and compassionate.

The ideal candidate should take ownership of a customer request from beginning to completion and should always think about how to solve the customer's problem rather than simply passing it to someone else.

The candidate should be comfortable coordinating with customers, family members, elderly parents, field staff, healthcare providers and service partners.

Working Conditions

• Full-time position based in Pune.
• May require rotational shifts, weekend availability or extended hours depending on customer and service requirements.
• Candidates should be comfortable handling time-sensitive customer requests.

Career Growth

Successful candidates can grow into Senior Coordinator, Operations Team Lead and Operations Manager roles as Parivar Mitra expands.