Job Role – Operations Manager
1. Centralized allotment, management and tracking of all phlebotomist for home visit across centers.
· Training Phlebotomist.
· Phlebotomist following the set SOP
a. Maintenance of Collection Kit.
b. Dressing and grooming.
c. Reporting timing of Home visits.
d. Communication with patients (Meet & Greet, communication regarding delay, collection of payment, communicating regarding report delivery).
e. Communicating about CTL health packages.
f. Communicating regarding Feedback link.
g. Thanking the patient, and communicating regarding CTL’s social media.
· Feedback and evaluation of customers.
a. Feedback of 25% of the total home visits in the month has to be captured.
b. Centralized customer care executive will call the patients for feedback.
c. 25% of the feedback has to be taken across the phlebotomists.
· Performance scores of phlebotomist monthly.
a. Client feedback
b. Punctuality
c. Grooming
d. Collection process
e. Total No of Home visits
2. Centralized management and tracking of sample collection from all pick up points.
· All CTL centers.
· All tie up hospitals.
· All CRO’s
· Small Labs and other set up.
3. End to end management of centers
· Regular visits to centers.
· Look and feel of centers.
· Branding of centers.
· Compliance to SOP’s of centers.
· Performance assessment of centers.
· Resolution of any issues in centers.
· Coordination and support from CTL main lab.
4. Responsible for getting new centers operational.
· Project Plan for starting new centers.
· Getting centers operational in the designated time period.
· Coordination with all stake holders.
5. Detailed formats to be designed:
· Phlebotomist SOP
· Center SOP
· score card for Phlebotomist ,
· Score card for center head
· Score card for receptionist.
· Score card for quality head.
· Score card for all technical profiles.
· SOP for starting new center.
· Score Card of Doctors & Consultant.
· Quarterly performance review along with HR.
6. Reviews and meetings.
· Meetings with Phlebotomist once a month.
· Weekly meetings with centers.
· Meeting with Other technical profile by monthly.
· Meeting at HO weekly
a. Action taken on customer complaint.
b. Center wise revenue
c. Increase in weekly foot fall
d. Key initiatives planned.
e. Manpower requirement.
f. Overall home visits.
· Monthly meeting with HO
a. Creating packages
b. Adding new test
c. Budget for planning new monthly activities.
d. Budget for new staff.
e. Performance discussion of team members.
Pay: ₹35,000.00 - ₹55,000.00 per month
Benefits:
- Cell phone reimbursement
- Provident Fund
Work Location: In person
