Department: Marketing & Technologies
Job Level: Senior Executive
Location: Bengaluru
Reports to: Lead Digital Business Development

Job Summary

The Senior Executive Contact Centre, Aggregator & MIS Operations, is responsible for managing and optimizing Contact Centre operations, Aggregator partner coordination, and MIS/Data Analytics functions like reporting automation to support digital business growth and patient acquisition initiatives. The role ensures high-quality service delivery, effective team management, and data-driven performance improvements in a healthcare setting.

Key Responsibilities

Contact Center Operations
- Manage daily inbound and outbound contact center operations including appointment booking, patient inquiries, and complaint resolution.
- Ensure adherence to SLAs, call quality standards, and hospital service protocols.
- Monitor key metrics such as AHT, FCR, Call volume, and CSAT/NPS.
- Coordinate with internal departments (OPD, billing, diagnostics, pharmacy) for seamless patient flow.




- Handle escalations and ensure timely resolution of patient concerns.
- Maintain confidentiality and compliance while handling sensitive operational and patient-related data

Aggregator Partner Management
- Manage relationships with healthcare aggregator platforms and partners (e.g., online appointment/referral platforms).
- Ensure accurate listing, availability updates, and appointment synchronization across partner systems.
- Monitor lead to inflow, conversion rates, and ROI from aggregator channels.
- Coordinate with IT and technical teams to address integration issues, API synchronization challenges, and system-related discrepancies
- Maintain SLA compliance with aggregator partners by ensuring timely issue resolution, accurate updates, and smooth operational workflows.
- Resolve operational issues related to bookings, data mismatches, and patient flow from aggregator channels.
- Implement process improvements and automation initiatives to streamlin

📌 Marketing & Technologies (Bengaluru)
🏢 Aster DM Healthcare
📍 Bengaluru