We are seeking a Pathology Technical Support & Patient Resolution Specialist to bridge the gap between our core laboratory operations and our front-line patient support teams. In this critical role, you will leverage your technical laboratory and pathology expertise to resolve escalated medical and technical queries. You will manage daily patient grievances regarding test outcomes, provide real-time guidance to our helpline/inquiry staff, and ensure that complex medical information is translated into empathetic, easy-to-understand explanations for our patients.

Key Responsibilities

1. Technical Query Resolution & Team Support

- Serve as the primary subject matter expert (SME) for the helpline, customer care, and inquiry teams, answering escalated technical questions regarding pre-analytical, analytical, and post-analytical phases of testing.
- Assist the inquiry team in understanding complex pathology testing parameters, turnaround times (TAT), sample stability, and collection protocols.
- Interface directly with lab technicians, pathologists, and scientific officers to investigate and clarify unusual or disputed test results.

2.



Patient Complaint Handling & Escalation

- Manage and resolve daily patient complaints regarding test report variations, abnormal readings, or perceived processing errors.
- Investigate issues related to specimen processing failures and communicate the technical need for recollections to patients or clients transparently.
- Maintain deep empathy while handling stressful customer scenarios, ensuring all patient interactions align with medical ethics and strict confidentiality.

3. Quality & Process Improvement

- Review and track recurring patient complaints or technical queries to identify training gaps within the front-line helpline team.
- Collaborate with the Pathology Quality Manager to document errors, report discrepancies, and continuously improve the clarity of patient-facing report formats.
- Draft standardized response templates (SOPs) for the helpline team covering common technical and test-related inquiries.

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Pathology Technical Support & Patient Resolution Specialist (Dera Bassi)
🏢 LIFE CARE FOUNDATION
📍 Dera Bassi