SUSANTA NATH
Kolkata
Summary
Patient coordinator and client care professional with over 20 years of experience in healthcare operations, telemedicine, and customer service. Currently managing international patient journeys at PlacidWay Medical Tourism, specializing in IVF, dental, orthopedic, oncology, and cosmetic treatments. Expertise in CRM, lead-pipeline management, provider account coordination, and multilingual patient engagement. Demonstrated success in leading support teams, resolving complex patient issues, and enhancing satisfaction and retention through effective service recovery strategies.
Overview
27
27
years of professional experience
Work History
Patient Coordinator-Customer Sales Representative
PlacidWay Medical Tourism
Kolkata, West Bengal
03.2026 - Current
- Serve as trusted point of contact between international patients and healthcare providers, engaging via calls, WhatsApp, email, chat, and CRM tailored to patient intent and decision stage.
- Conduct structured needs analysis covering treatment requirements, medical background, budget, destination, and timeline to recommend suitable providers.
- Coordinate provider responses, treatment plans, cost estimates, and quotations, delivering transparent information that supports informed patient decisions.
- Schedule and facilitate virtual consultations, including time-zone coordination, interpreter support, and post-consultation follow-up.
- Maintain end-to-end case ownership, ensuring timely updates and coordinating collection of medical reports and diagnostics for provider evaluation.
- Resolve patient complaints through service-recovery techniques, maintaining trust and satisfaction throughout the coordination process.
- Manage CRM lead stages, prioritize high-intent cases, and generate operational reports to support performance and pipeline visibility.
- Support provider account management, onboarding, and training, applying platform standards and E.E.A.T.-based trust-building principles.
Call Center & Telemedicine Operations Manager
Dr. Paul's Advanced Hair & Skin Solutions
KOLKATA, West Bengal
03.2010 - 12.2025
- Managed omni-channel customer service operations (phone, WhatsApp/chat, email, social) across PAN-India clinics, improving first-contact quality and patient satisfaction.
- Directed appointment and consultation operations, coordinating doctor availability, confirmations, reminders, and follow-up.
- Resolved customer grievances and escalations end-to-end using service-recovery techniques to protect patient retention.
- Led rollout and digital transformation of telemedicine services, managing onboarding, assessment, scheduling, and consultation workflows.
- Trained and mentored customer-service teams on communication standards, CRM usage, and professional patient handling.
- Created analytical and revenue-tracking reports from CRM and operational data to support management decision-making.
- Acted as primary liaison between patients and doctors for dermatology, trichology, and hair-transplant cases, ensuring accurate communication of medical information.
Call Center Executive
Aegis BPO
10.2006 - 12.2009
- Delivered customer service across telephone, email, and chat channels, resolving complaints and escalating complex cases for timely resolution.
- Maintained accurate records of customer interactions and identified recurring issues to drive process improvements.
Sales Executive
Range Foods Ltd.
03.2000 - 04.2006
- Developed and implemented customer-focused sales strategies to support revenue growth, analyzing market trends to identify new business opportunities.
- Managed customer relationships and escalations, cultivating repeat business and account loyalty.
Education
MBA - Marketing
IPS Academy
IndoreB.Sc. - Microbiology
Maulana Azad College
AurangabadHigh School Diploma -
Barasat Govt College
KolkataGED -
B-Zone Boys Multipurpose High School
DurgapurSkills
- International patient coordination
- Medical tourism management
- Patient needs assessment
- Provider matching and account management
- CRM and lead management
- Virtual consultation scheduling
- Telemedicine processes
- Complaint resolution and service recovery
- Team leadership and coaching
- Sales strategy development
- Cross-functional coordination
- Operational reporting
- Customer relationship management
Accomplishments
- Achievement Certificate — Aegis BPO
- Best Performer Certificate — Dr. Paul's Advanced Hair & Skin Solutions
Timeline
Patient Coordinator-Customer Sales Representative
PlacidWay Medical Tourism
03.2026 - Current
Call Center & Telemedicine Operations Manager
Dr. Paul's Advanced Hair & Skin Solutions
03.2010 - 12.2025
Call Center Executive
Aegis BPO
10.2006 - 12.2009
Sales Executive
Range Foods Ltd.
03.2000 - 04.2006
MBA - Marketing
IPS Academy
B.Sc. - Microbiology
Maulana Azad College
High School Diploma -
Barasat Govt College
GED -
B-Zone Boys Multipurpose High School
LANGUAGES
- Bengali (Native)
- English (Advanced, C1)
- Hindi (Advanced, C1)