Role & responsibilities

1. Live Operational Support

- Keep consults running smoothly during live shifts by resolving real-time issues and coordinating overflow
- Minimise disruption to service delivery through fast investigation and resolution of operational issues
- Spot recurring issues early, identify root causes and escalate urgent or clinically relevant items to the right managers

2. Doctor Experience & Support

- Deliver a responsive, high-quality support experience for doctors across process, shift and payment queries
- Build trusted relationships with our doctor network through explicit communication during onboarding, coverage changes and urgent operational matters
- Turn doctor feedback into insights and improvements, sharing key themes with management

3. Consult Admin Inbox Management

- Ensure every query to the Consult Admin inbox is triaged and actioned in a timely manner
- Build and maintain an organised inbox structure so nothing is missed
- Ensure urgent or clinically relevant items reach the right manager quickly

4. Doctor Onboarding

- Ensure smooth onboarding of all new practitioners
- Implement process and system improvements to decrease time to onboard
- Ensure 100% compliance through building and maintenance of tracking systems
- Maximise activation through live trial shifts and communication initiatives

5. Rostering & Coverage

- Ensure doctor capacity meets patient demand through fortnightly rostering
- Close live and upcoming coverage gaps through proactive doctor outreach
- Optimise speciality Bupa, Weight Loss and Smoking Cessation consult coverage slot release and overflow allocation
- Keep doctors informed of rosters and changes so shifts run as planned

6. Invoicing Support





- Support accurate and timely doctor and pharmacy invoicing on a need basis, including data preparation and validation
- Help resolve invoicing discrepancies with doctors and the accounts team when required

7. Process Improvement & Documentation

- Identify inefficiencies and redesign workflows to improve speed, consistency and quality
- Keep processes documented and current so the team works from a single source of truth
- Ensure doctor records are complete, secure and audit-ready, including contracts, NDAs, credentialing documents and eRx IDs

8. Performance & Insights

- Ensure operational data in Power BIMetabase dashboards isare accurate and up to date
- Track key metrics across consult operations, including consult times, NPS, doctor ratings and volumes
- Translate data into insights and recommendations that improve performance

9. Projects & Continuous Improvement

- Lead or contribute to initiatives that improve consult operations
- Partner with cross-functional teams to deliver project outcomes
- Provide flexible cover across the team during peak periods, leave or oveflow

Preferred candidate profile

- You are an operational generalist with strong judgement, comfortable navigating ambiguity and making sound decisions in a fast-paced environment
- You have experience supporting or working with international customers, with exposure to Australian customers or operations considered a strong advantage
- Experience or familiarity with the healthcare sector is desirable, particularly in service-based operations
- You are confident working with data and spreadsheets, with experience in invoicing, rostering or Power BI reporting considered an advantage
- You are proactive, detail-oriented and able to balance competing priorities across multiple workflows

📌 Doctor Operation coordinator (Chennai)
🏢 Packapill Technologies
📍 Chennai