About Valeo Health
Valeo Health is a technology-enabled healthcare platform focused on making healthcare services more accessible, convenient, and seamless for clients through at-home and on-demand healthcare solutions.
Role Overview
We are looking for a proactive and detail-oriented Operations Associate to join our Operations team. The role will be responsible for managing the end-to-end client service journey, from order coordination and service fulfilment to post-service follow-up, reporting, and resolution of operational issues.
The ideal candidate should be comfortable working in a fast-paced healthcare environment, coordinating with multiple stakeholders, identifying operational gaps, and taking ownership until the client journey is successfully completed.
Key Responsibilities:
End-to-End Client & Order Management
- Manage the complete operational journey of client orders from order creation and coordination through service fulfilment and post-service closure.
- Coordinate with clients, doctors, nurses, labs, homecare partners, and other operational stakeholders to ensure smooth service delivery.
- Monitor orders closely and proactively follow up on pending, delayed, rescheduled, or failed services.
- Ensure all service requirements, pricing, locations, timings, and other order details are accurately captured and communicated.
Post-Service Client Journey
- Own the post-service journey, including coordination, follow-ups, report collection, report sharing, and order closure.
- Coordinate with internal teams and external partners to ensure reports and required documentation are delivered within the expected timelines.
- Track pending reports and proactively follow up to avoid delays.
- Identify and escalate any issues affecting the client experience and ensure timely resolution.
Operational Coordination & Escalations
- Work closely with internal teams and healthcare partners to resolve operational challenges.
- Handle cancellations, rescheduling, failed orders, service delays, and other fulfilment-related issues.
- Investigate operational issues, identify root causes, and recommend corrective actions.
- Maintain strong communication and follow-up with all relevant stakeholders until the issue is completely resolved.
Process Improvement & Reporting
- Maintain accurate operational trackers, reports, and daily/weekly performance updates.
- Monitor operational KPIs and identify recurring issues or process gaps.
- Support the development and improvement of SOPs and operational workflows.
- Identify opportunities to improve efficiency, reduce manual work, and enhance the overall client experience.
- Support new service launches by coordinating operational requirements and ensuring readiness across stakeholders.
Automation & AI
- Identify repetitive and manual operational processes that can be improved through automation and AI tools.
- Support the implementation of automation solutions to improve operational efficiency and reduce manual dependency.
- Use AI tools effectively for reporting, analysis, documentation, process improvement, and day-to-day operational tasks.
- Hands-on experience with automation tools, AI tools, workflow automation, or process optimisation will be an added advantage.
Requirements:
- 1–3 years of experience in Operations, Healthcare Operations & Customer Experience or a similar role.
- Strong coordination and stakeholder management skills.
- Excellent communication and follow-up skills.
- Strong attention to detail and ability to manage multiple orders/tasks simultaneously.
- Ability to work independently and take ownership of operational issues.
- Good analytical and problem-solving skills.
- Comfortable working with Excel/Google Sheets and operational dashboards.
- Ability to work in a fast-paced and constantly changing environment.
- Experience in healthcare or healthcare technology is preferred.
Good to Have
- Experience with AI tools and automation platforms.
- Understanding of workflow automation and process optimisation.
- Experience working with CRM/order management systems.
- Experience in healthcare, homecare, diagnostics, or health-tech operations.
- Strong data analysis and reporting skills.
Key Success Metrics
- Order fulfilment and closure rate
- On-time service completion
- Report turnaround and closure
- Reduction in pending/delayed orders
- Operational issue resolution time
- Partner/stakeholder coordination effectiveness
- Process efficiency and reduction in manual work
- Client experience and operational quality
What We’re Looking For
We are looking for someone who doesn't just follow up on orders, but owns the entire operational journey — identifies problems before they become escalations, coordinates with the right stakeholders, ensures the client journey is completed successfully, and continuously looks for smarter ways to improve operations using technology, automation, and AI.
Pay: ₹500,000.00 - ₹600,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Paid sick time
- Paid time off
Work Location: In person
