Relationship Manager

About the role -
As a Relationship Manager – Provider Enablement & Vendor Management at MediBuddy,
you will be responsible for enabling and supporting our healthcare provider partners through the
implementation of the Provider Central Portal, ensuring they are trained, onboarded, and
actively using its features. In addition, you will manage end-to-end provider/vendor
relationships, resolve operational and payment issues, and ensure contractual and service-level
compliance to deliver a smooth provider experience.

Key Responsibilities:

• Provider Onboarding & Portal Implementation
• • Guide new providers through onboarding, system setup, and configuration of the
    Provider Central Portal
  • Coordinate with internal stakeholders (Product/Tech/Operations) to ensure successful
    portal activation and integration into the provider's workflow
  • Monitor and drive adoption of key portal features such as slot management, appointment
    visibility, fulfillment tracking, and billing
• Provider Training & Continuous Enablement
• • Conduct live and recorded training sessions to educate providers on portal usage and
    best practices
  • Provide updated training collateral and user guides for new features or process updates
  • Act as the go-to resource for resolving first-level functional queries on the portal
• Vendor Relationship Management
• • Build strong and strategic relationships with assigned hospitals, clinics, and diagnostic
    centers
  • Ensure providers comply with agreed operational protocols, documentation norms, and
    SLA requirements
  • Conduct regular review meetings and maintain feedback loops for continuous
    improvement
• Issue Resolution & Payment Coordination
• • Act as the escalation point for provider grievances related to operational issues,
    consultation discrepancies, or system limitations
  • Proactively identify and resolve payment-related concerns including delays, mismatches,
    or reconciliation errors
  • Liaise with Finance, Operations, and Provider Support teams to ensure timely resolution
    and clear communication to the provider
  • Track and follow up on payment status, escalations, and pending settlements
• Vendor Performance Monitoring
• • Analyze and report on key performance indicators including fulfillment rates, portal
    adoption, and SLA breaches
  • Share regular feedback and performance dashboards with providers to align
    expectations and drive accountability
  • Recommend corrective actions and support implementation to improve provider
    performance
• Documentation & Reporting
• • Maintain comprehensive records of provider onboarding status, escalations, payment
    resolutions, and performance
  • Generate monthly reports on provider health, adoption metrics, and open issues
  • Provide structured input to product, operations, and finance teams to improve tools and
    policies

Key Requirements:

• Strong communication and stakeholder management skills
• Excellent problem-solving and conflict resolution abilities
• Customer-centric mindset with attention to detail
• Ability to understand systems/processes and conduct effective training
• Proficiency in CRM tools, Excel/Google Sheets, and ticketing systems
• Organized, self-driven, and capable of managing multiple providers simultaneously
• Bachelor's degree in Healthcare Management, Business Administration, or related field
• 2–4 years of experience in provider/vendor management, operations, or support
  functions, preferably in a healthcare or health-tech setup
• Hands-on experience with issue resolution, payment follow-ups, and cross-functional
  coordination
• What is MediBuddy?
• MediBuddy is India's largest on-demand, full-stack digital healthcare platform that helps patients
  access multiple healthcare services. It gives users 24x7 access to high-quality healthcare at
  their fingertips. MediBuddy helps its users consult specialist doctors, order medicines and book
  lab tests from the comfort of their homes. It is also a partner to several leading corporate
  customers in the country and helps their employees access multiple healthcare benefits.
  MediBuddy users have access to online doctor consultations, wellness, preventive care
  services, fitness and hospitalization offered by its pan-India network of healthcare providers with
  its unparalleled reach.