We are looking for a Clinical Operations & Compliance Manager to manage our consultation, prescription approval, and healthcare compliance workflow.
This role is responsible for ensuring that all prescription-linked orders are processed correctly, safely, and in line with internal SOPs. The person will coordinate between customers, consultation executives, doctors, pharmacists, warehouse, and customer support teams to ensure that no prescription product is dispatched without the proper consultation, approval, and documentation.
This is a critical role for maintaining compliance, reducing risk, and building a scalable healthcare operations process.
Key ResponsibilitiesConsultation Workflow Management
Manage the end-to-end consultation process for prescription-linked products.
Responsibilities include:
- Ensuring customers complete the required medical questionnaire or consultation process
- Coordinating with consultation executives/telecallers for medical history collection
- Making sure telecallers follow approved scripts and do not provide medical advice
- Assigning cases to doctors/prescribers for review
- Tracking consultation status: pending, approved, rejected, or request for more information
- Ensuring approved orders move to dispatch only after correct approval
- Ensuring rejected or incomplete orders are not dispatched
Prescription & Compliance Management
Ensure every Rx-linked order has the correct approval and documentation before dispatch.
Responsibilities include:
- Maintaining prescription records
- Maintaining doctor approval/rejection logs
- Ensuring consultation notes are recorded properly
- Ensuring customer consent and medical questionnaire records are stored
- Checking that no order is dispatched without valid approval
- Coordinating with doctors and pharmacists for prescription review and dispensing checks
- Maintaining a clear audit trail by order ID
Doctor, Pharmacist & Team Coordination
Act as the central coordinator between:
- Doctors/prescribers
- Registered pharmacist/pharmacy team
- Customer support team
- Consultation executives
- Warehouse and dispatch team
- Tech/product team
- Management team
The role does not involve prescribing medicines unless the person is a qualified doctor. The main responsibility is process control, documentation, and compliance management.
SOPs, Training & Process Control
Create, maintain, and improve SOPs for:
- Consultation calls
- Medical questionnaire collection
- Prescription approval workflow
- Order hold/release process
- Rejected order handling
- Request-more-information cases
- Pharmacy dispatch checks
- Rx and OTC segregation
- Incident reporting
- Customer escalation handling
Train consultation executives and customer support teams to follow scripts, ask questions neutrally, and avoid giving medical advice.
Rx / OTC Segregation & Warehouse Compliance
Work with the warehouse team to ensure strict separation between prescription-linked products and OTC/wellness products.
Responsibilities include:
- Ensuring Rx stock is physically separated
- Ensuring access-controlled storage for prescription products
- Making sure rack, bin, and SKU labels are clear
- Implementing packer + QC verification before dispatch
- Ensuring the correct product is packed against the correct approved order
- Maintaining daily or weekly audit logs
- Investigating any dispatch or stock handling errors
Audit & Incident Management
Conduct regular audits to ensure the process is being followed.
Audit checks should include:
- Was the consultation completed?
- Was the doctor approval recorded?
- Was the order dispatched only after approval?
- Was the correct product dispatched?
- Were rejected orders blocked?
- Were request-more-information orders held?
- Was the prescription/approval document available?
- Was the customer communication properly recorded?
Maintain an incident register for any compliance issues, including root cause, corrective action, and preventive action.
Required Experience
The ideal candidate should have experience in one or more of the following:
- Online pharmacy operations
- Telemedicine operations
- Healthtech operations
- Prescription medicine workflow
- Pharmacy compliance
- Clinical operations
- Healthcare customer support management
- Doctor/pharmacist coordination
Experience in men’s health, sexual wellness, dermatology, hair loss, weight loss, or chronic care is preferred but not mandatory.
Preferred Qualifications
- B.Pharm / M.Pharm / Pharm.D preferred
- Healthcare operations experience will also be considered
- 3–7 years of relevant experience preferred
- Experience with prescription products, doctor consultation workflows, and pharmacy operations is strongly preferred
Pay: ₹285,809.02 - ₹1,007,961.50 per year
Benefits:
Work Location: In person
