Position- Head Customer Service

Location- Kolkata

Job Overview:

Job Summary: The Patient Service Head (Multi-Location) is responsible for ensuring a uniform, high-quality patient experience across all touchpoints (Call centre, Clinics, collection points, and home-collection services). The role involves setting service standards, monitoring regional performance, and driving digital transformation to ensure the brand remains the preferred choice for patients and referring doctors.

2. Core Responsibilities

1. Patient Experience & Service Excellence a) Own the end to end patient journey: Pre-Registration: Digital /Call Centre booking, home collection scheduling, and fasting instructions. On-Site Flow: Token system management, lobby management, and billing. Clinical Touchpoints: Coordinating with phlebotomists, radiographers, consultants, etc. Post-Process: Sample logistics, result verification (by doctors), and multi-channel report delivery.

b) Report Delivery Management: Owning the timeline from "Sample Collected/Test done’ to "Report Dispatched" (SMS/Email/Hard copy).

c) Omnichannel Support: Oversee the centralized call center, WhatsApp integration, and mobile app support for bookings and report queries.

d) Health Check-up Coordination: Designing and managing "Corporate" or "Preventive" health packages, ensuring a smooth flow across multiple departments (Pathology, ECG,X-ray, etc.).

e) Pre-Analytical Customer Care: Ensuring patients receive correct instructions for tests(e.g., fasting requirements)



to avoid repeat visits or inaccurate results.

f) Home Collection & Logistics Oversight: Manage the logistics and service quality of the phlebotomist fleet, ensuring punctuality and professional conduct. Ensuring the "Last Mile" (sample transport from remote clinics to the central lab) does not delay the patient's digital report delivery.

2. Complaint & Escalation Management

- Own grievance redressal systems & escalation matrices
- Ensure timely closure and root-cause resolution
- Act as the final point of resolution for reliable service lapses or medical-legal concerns across the network.

3. Frontline Operations Leadership

- Lead & develop Front office, helpdesk, and patient support teams.
- Drive discipline, service tiquette and performance accountability.
- Define staffing models for high volume & premium centres

4. Training & Capability building

- Design induction and refresher training for frontline teams
- Rolling out "Service Excellence" training modules via an LMS (Learning Management System) for all staff.
- Build service leadership capability in centre managers
- Reduce service-related attrition through engagement and coaching

5. Multi- location Governance

- Real-Time Dashboards: Using a centralized dashboard to monitor live wait times at any specific branch from the head office.
- Create and enforce a "Uniform Service Protocol" so a patient receives the same quality of care across all centres.

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