Customer Success Manager

5 hours ago

Bengaluru Karnataka India, Karnataka Arva Health Full time

The customer success manager is the operational anchor of the clinic experience. You will support patients through their fertility journey while ensuring the clinic runs smoothly every day. From managing schedules and coordinating treatment timelines to being the go-to point of communication for patients, you bring order, calm, and clarity to a fast-paced care environment.


Patient Experience & Coordination

  • Serve as the primary contact for patients throughout their journey, ensuring they feel informed and supported at every step
  • Prepare patients for appointments by confirming documentation, intake details, and treatment readiness
  • Help patients understand scheduling, next steps, and what to expect across consultations, tests, and procedures
  • Provide reassurance, answer common process questions, and direct medical-specific queries appropriately


Scheduling & Treatment Logistics

  • Oversee the full clinic schedule, optimizing provider time and ensuring appointments flow efficiently
  • Coordinate timelines for treatment cycles such as Egg Freezing, IUI, IVF, and FET
  • Resolve scheduling issues quickly and ensure updates are accurately reflected in the EMR and patient portal
  • Anticipate bottlenecks or conflicts and escalate to the clinical team when needed


Clinic Operations & Communication

  • Manage day-to-day operational needs including client requests, treatment room readiness, and supply ordering
  • Maintain high responsiveness across phone, email, and messaging channels
  • Act as a communication bridge between patients, clinic staff, and HQ functions such as billing and operations
  • Support in-clinic community events, patient engagement activities


Billing & Administrative Support

  • Address basic financial queries such as payments, estimates, and statements
  • Coordinate with central teams on insurance and billing exceptions
  • Ensure patient information and documentation is consistently accurate and up to date in the EMR


Continuous Improvement

  • Spot operational gaps and propose improvements that enhance efficiency and patient satisfaction
  • Help document workflows and build scalable processes as the clinic grows


Who you are

  • 2+ years experience in business operations, client management, or a high-volume service environment
  • Excellent communicator comfortable guiding people through sensitive and unfamiliar situations
  • Organized, proactive, and highly dependable in managing timelines and details
  • Comfortable balancing empathy with operational focus
  • Passionate about improving access and experience in women’s health

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