Department
Operations
Reporting To
Operations Manager / Operations Lead
Job Summary
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 strong 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.
- Verify that booking confirmations, updates, and reports are sent to customers via WhatsApp/SMS/email.
- 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 channels.
- Arrange sample transporters for B2B collections from hospitals and Labs.
- Coordinate B2B sample pickup, transportation, handover to laboratories, processing, and timely report delivery.
- Create and verify B2B orders in the system.
- Invoice B2B clients strictly as per MoU terms and conditions.
- Track B2B payments and follow up for timely closures.
- Maintain and update price lists as per laboratory rates and communicated discounts.
- Verify customer billing to ensure:(1).Correct test pricing and discounts. (2.). Accurate collection charges. (3.). Proper payment mode and payment receipt
- Ensure full collection of test amounts from customers.
- Verify laboratory invoices and vendor bills by:(1). Matching with agreed price lists, (2). Cross-checking bill descriptions, discounts, and quantities, (3). Mapping physical bills to system references
- Identify discrepancies and coordinate with labs/vendors for resolution.
- Process customer refunds for excess or incorrect charges.
- Generate agent settlements, including daily settlements for delivery and field agents
- Ensure timely deposit of cash collected by phlebotomists into the company bank account.
- Handle settlements for phlebotomists, transporters, and vendors.
- Check emails, system notifications, and messages for updates and escalations.
- Review pending tasks from the previous day, including bookings received after working hours and pending or delayed reports, and prioritize urgent issues accordingly.
- Communicate priorities clearly to teams, labs, transporters, and vendors.
Preferred Qualifications
- Bachelor’s degree in any discipline
- Computer proficiency (data entry, email, billing system)
Good to have
- Prior experience in healthcare operations is desirable.
- Open to fresh graduates as well. Freshers with strong communication and coordination skills will be provided training.
- Working knowledge of MS Office (Excel, Word, PowerPoint) is a plus
- Excellent communication and interpersonal skills.
- Fluent in English & Malayalam
Job Types: Full-time, Permanent, Fresher
Pay: ₹12,000.00 - ₹18,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Thrissur, Kerala (680001): Reliably commute or planning to relocate before starting work (Preferred)
Education:
Experience:
- Operations management: 1 year (Preferred)
- Customer support: 1 year (Preferred)
Location:
- Thrissur, Kerala (680001) (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Work Location: In person
