Operations Executive (Healthcare)

One of our prestigious Clients’ who is into “International Healthcare” is looking for a competent “Operations Executive” to work in their Colombo office immediately.

Roles & Responsibilities

Lab Operations:

• Track and monitor applicant journey from booking till report issue as per the TAT defined.
• Ensure proper recording and identification of samples and applicable logistics tracker.
• Direct applicants and help/guide them with queries raised by them and address their grievance after coordinating with the concerned department and provide resolution accordingly.
• Ensuring compliance and timely updating of all regulatory approvals of the labs. 
• Ensuring compliance to prescribed systems as per the defined SLA.

Customer Service and feedback:

• Ensuring the customer feedback is collected for all service touchpoints.
• Reduce wait times and maximize utilization of resources and customer experience.
• To work with the Value-Added Services team to achieve maximum operational efficiency.
• Implementation of new processes.

Operations assistance:

• Appointment slot confirmation for walk-in in collection centers and co-ordinate home collection services.
• Coordination with the call center and respective labs for customer visits, timings, reports.
• Coordinate with the call center for refunds, cancellations, and reschedule. Meets client’s expectations and delivers on time.
• Support ops manager in maintaining smooth operations of the department.

MIS Reports:

• Submit reports within stipulated timelines.
• Ensure accurate transcription of automated results in MIS.
• Proper monitoring of reports by running controls as applicable, for ensuring accuracy.
• Regular updates of the applicable price revisions for the tests & price management updates.
• Identifying, follow-ups & generating new leads.
• Ensuring compliance to prescribed systems as per the defined SLAs.
• Work closely with the Manager to highlight performance and training needs.
• Relationship management with the clients.
• Coordinate with other departments for smooth operations. Responsible for achieving targets as agreed.

Qualification and experience

• At least graduation with 2-4 years of experience in operations, customer co-ordination, or customer care.
• Experience in Healthcare, Hospitality, or e-Commerce industry is preferred.
• Proficiency in the use of computers and basic IT skills. (Email, Internet, MS-Office, etc.)
• Good written and spoken skills in English and local languages.
• Be an active listener and a customer service-oriented individual.
• Excellent communication skills and pleasant phone mannerism.
• Self-motivated individual with a balanced personality and great interpersonal skills.
• Good time management skills.
• Should be flexible to work in different time zones. (If required)

SALARY: Rs. 25,000 – 35,000