Susanta Nath

Results-driven Client Coordination and Telemedicine professional with 18+ years of experience in healthcare, customer service, telemedicine, technical support, helpdesk operations, reservations, and client relationship management. Extensive experience managing patient journeys from initial inquiry through consultation, treatment coordination, follow-up care, and customer retention. Highly skilled in CRM administration, telemedicine workflows, appointment management, grievance handling, reporting, cross-functional coordination, and multi-channel customer support.

Recognized as a consistent top performer with strong expertise in improving customer satisfaction, streamlining operational workflows, enhancing service quality, and supporting business growth across healthcare and service organizations. Seeking opportunities in Telemedicine, Medical Tourism, Healthcare Administration, Patient Success, Customer Success, Client Relationship Management, Healthcare Operations

Senior Client Coordinator & Telemedicine Specialist at Dr. Paul's Advanced Hair & Skin Solutions (2015-01 – Present)

• Managed end-to-end patient coordination, from inquiry and onboarding to treatment completion and follow-up.
• Scheduled and coordinated in-person and virtual consultations across multiple clinics, optimizing doctors' calendars and appointment utilization.
• Collected and verified medical records, facilitated treatment planning, and ensured seamless pre- and post-treatment coordination.
• Delivered exceptional patient support through phone, email, WhatsApp, and chat, resolving concerns and enhancing patient satisfaction.
• Maintained accurate CRM documentation, managed telemedicine workflows, online consultation payments, and patient confidentiality.
• Generated operational reports to support performance monitoring and process improvements.
• Collaborated with multidisciplinary teams, including physicians, surgeons, marketing, and operations, to ensure seamless service delivery.
• Trained and mentored new team members on customer service standards, CRM processes, and telemedicine operations.
• Improved patient satisfaction through proactive follow-up and effective issue resolution.
• Increased patient retention by strengthening consultation follow-up processes.
• Coordinated multi-clinic appointments with high scheduling accuracy.
• Reduced missed consultations through structured reminder workflows.
• Delivered accurate operational reports supporting management decisions.
• Maintained high CRM data accuracy and compliance.
• Streamlined telemedicine workflows through effective physician coordination.

Senior Reservation Executive at ORIX Auto Infrastructure Services Ltd. (2010-01 – 2013-12)

• Managed end-to-end corporate and retail vehicle reservations.
• Coordinated booking schedules with fleet operations for optimal vehicle utilization.
• Handled reservation modifications, customer inquiries, and complaint resolution.
• Tracked vehicle deployment and maintained accurate CRM records.
• Generated reservation, operational, and MIS reports.
• Delivered high-quality customer service while ensuring SLA compliance.
• Successfully managed high-volume reservation operations with high accuracy.
• Achieved #1 ranking in Customer Service Evaluation.
• Consistently exceeded quality and customer satisfaction targets

Technical Support Associate at Wipro BPO (2009-01 – 2009-12)

• Delivered technical support through voice process.
• Diagnosed software and connectivity issues.
• Logged incidents.
• Escalated technical cases.
• Coordinated with engineering teams.
• Achieved SLA targets.
• Maintained excellent customer satisfaction while resolving technical issues.

Helpdesk Coordinator at IBM India Pvt Ltd (Payroll: Net Connect) (2008-01 – 2008-12)

• Coordinated IBM Helpdesk operations.
• Supported Tata Steel users across Eastern India.
• Managed incident tracking.
• Coordinated field engineers.
• Prepared project reports.
• Ensured SLA compliance.
• Liaised between IBM and Tata Steel.
• Successfully managed multi-location support operations.

Senior Customer Service Associate at Aegis BPO Ltd. (2006-01 – 2008-04)

• Supported Tata Indicom Postpaid customers.
• Assisted activation teams.
• Managed billing inquiries.
• Supported sales teams.
• Generated customer leads.
• Maintained service records.
• Escalated customer issues.
• Consistently exceeded quality and customer satisfaction benchmarks.

Bachelor of Commerce in B.Com – Yashwantrao Mohite College, Bharati Vidyapeeth University

Higher Secondary – Holy Cross School

Secondary – M.G.M.S.S.