About us

DKMS Life Science Lab India Private Limited (DKMS LSL India) is a subsidiary of the non-profit organisation DKMS Life Science Lab Germany (DKMS LSL). As subsidiary, DKMS LSL India represents a vital element of DKMS global initiative to improve the clinical outcomes for patients with blood cancers and other blood disorders.

In pursuit of this mission, DKMS LSL India specializes in the development of advanced diagnostic solutions that are indispensable for the comprehensive management of blood disorders. DKMS LSL India and DKMS LSL work together to employ cutting-edge next-generation technologies, sophisticated analytics, and advanced informatics to create diagnostic tools that meet four critical criteria: exceptional accuracy, consistent reliability, rapid turnaround, and cost-effectiveness. This approach ensures that healthcare providers worldwide have access to essential diagnostic solutions that are both reliable and affordable.

Working Hours: 9:30am to 6:15pm

Location: Kolkata & Bangalore

Position Summary The role is critical in ensuring a seamless experience for clinical research institutes, hospitals, and diagnostic partners by managing end-to-end coordination of molecular diagnostic service delivery. The executive will support advanced molecular diagnostic assay workflows, sample logistics, customer queries, prompt grievance redressal, ensuring accuracy & speed in all communications and empathy in all interactions with all external & internal stakeholders.

Responsibilities

Customer Support & Coordination





- Act as the first point of contact in alignment with sales team for external stakeholders like Clinical Research Coordinators, Physicians, HCPs, Hospitals & Diagnostic labs etc.
- Provide guidance on webportal / CI operations, sample ordering & collection protocols.
- Effectively communicating & coordinating between external & internal stakeholders on test sample status & providing feedback on diagnostic workflows.
- Proactively coordinating between logistic partners, medical, lab & sales team to ensure adherence to TAT & service excellence to the partnering institutes.

Diagnostic Samples & Order Management

- Track registered test requests in CRM systems & coordinate sample pickup, shipment, and tracking
- Ensure adherence to strict sample handling protocols (temperature, labelling, documentation)
- Receive & acknowledge samples from logistics & handover samples to lab team maintaining SOP.
- Manage priority samples

Report Coordination & Communication

- Liaise with lab teams for timely molecular test reports
- Support clinicians with report navigation (non-interpretative assistance)

Cross-functional Collaboration

- Work closely with medical team, data team, sales team & Logistics partners
- Ensure smooth execution of end-to-end diagnostic workflow

Complaint Resolution & Service Excellence





- Handle sensitive and high-impact cases with urgency and empathy
- Resolve service issues related to delays, sample quality, report discrepancies
- Escalate critical issues promptly

Data Accuracy & Compliance

- Create reports on orders, samples, incidences & services.
- Ensure compliance with data privacy standards maintaining quality guidelines (e.g., NABL, internal DKMS protocols & SOPs)

Process & MIS Management

- Track and report TAT
- Query resolution metrics
- Act as the voice of customers in identifying process gaps, suggested improvements & feedbacks & act as a custodian of operational feasibility summary of samples
- Support audits and documentation requirements

Key Skills

- Excellent verbal & written communications, problem-solving abilities, customer relationship management skills & computer proficiency.
- Understanding of diagnostic services in healthcare and relevant treatment fields.
- Service excellence with high emotional intelligence (mission-driven organization fit).
- Proven track record in customer service support management.

Qualifications

- Masters/Graduate in Science / Arts / Commerce / Business Administration, or related field.
- 4+ years of qualified experience handling customer care support, preferably with healthcare products or services with reputed organizations.
- Experience in handling clinical queries with interdepartmental communications in healthcare sector will be an added advantage.

Experience in dealing with advanced molecular diagnostics is a pl

📌 Partnership Operations Specialist (Bengaluru)
🏢 DKMS Asia
📍 Bengaluru