The Operations Executive is responsible for managing end-to-end phlebotomy and diagnostic operations across assigned locations. This includes handling customer orders, coordinating phlebotomists and field agents, monitoring sample collection and timely laboratory drop-offs, managing billing and payments, and ensuring accurate documentation of all operational and customer communications. The role requires robust coordination, attention to detail, and the ability to manage time-sensitive healthcare operations while maintaining high service quality and customer satisfaction.
Roles & Responsibilities
- Take on-call customer bookings and create orders accurately in the system.
- Provide information on test preparation, sample collection procedures, and expected report timelines.
- Track and validate message delivery status (sent / delivered / read) and log confirmations.
- Log all customer communications including queries and instructions such as cancellations,
reschedules and refund-related conversations.
- Upload and map copies of customer invoices and vendor bills to the corresponding orders in the system.
- Assign phlebotomists for next-day orders and share the finalized schedule with them by 8:45 PM daily.
- Work closely with phlebotomists while monitoring live orders to ensure timely sample collection as per scheduled slots.
- Identify delays and take immediate action by reallocating phlebotomists or rescheduling time slots.
- Arrange appropriate sample transportation via in-person handover, courier, or logistics partners.
- Track sample movement and escalate delays immediately.
- Coordinate with laboratories for sample pickup, processing, and report delivery.
- Monitor reports to ensure delivery as per agreed Turnaround Time (TAT).
- Follow up on TAT-crossed results and schedule future follow-ups.
- Share finalized reports with customers and B2B clients via Odoo or approved c