Operations Executive

Job brief We are looking for Asst. Manager - Customer Relations who is experienced enough to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the helpdesk running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. The Asst. Manager - Customer Relations sets the vision, direction, and culture of his team by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels. Responsibilities Develop service procedures, policies and standards Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate Take ownership as a Nodal Officer of the escalated issues and ensure speedy resolution Organize, prioritize and schedule issues based on the severity of the issue Focus on SLA management, quality and customer experience Keep accurate records and documents of customer service actions and discussions Analyse statistics and compile accurate reports Assist in developing and implementing training programs to improve the quality and productivity of the team Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of Operations Manager Carrying out supervisory responsibilities in line with the organization’s policies Requirements Proven working experience in providing customer service support and team management Direct experience in support operations Demonstrated ability to direct and manage a group of people Strong client-facing, interpersonal and communication skills Advanced troubleshooting and multi-tasking skills Ability to handle complex and ambiguous scenarios Can adapt well to changing circumstances, direction, and strategy Ability to support business and provide solutions to customer pain points Proven ability to manage reporting and analysis Ability to effectively and efficiently complete difficult goals or assignments Confident in using Microsoft Office especially Excel and Powerpoint Advanced computer skills using a variety of programs highly desired Round the clock availability, including willingness to work on weekends, and outside of the "standard" work day Bachelor’s degree, preferred Project Management & knowledge of Six Sigma/Lean Processes, MBA is a plus

Experience: 1+ Yrs 

Required Qualification: Bachelor’s degree or Equivalent   

 

Core Competencies: 

 

1. Operation coordination

2. Vehicle placement

3. Loading, unloading coordination

4. Vendor handling

5. MIS preparation

6. Client coordination 

 

Roles & Responsibilities:

Mandatory Skills:  local language proficiency with Hindi & English 

What you will do:

 

Desired Candidate Profile

 

What you must have:

• Analysing medical processes and service quality
• Developing review parameters for quality assessment
• Improving care service delivery and patient experience
• Coordinating with inhouse team of 50 doctors 
• Coordinating with patients for managing grievances
• Creating reports for periodic reviews

Requirements:

• MBBS in Medicine with 1-4 years’ operational and/or administrational experience in a hospital/healthcare company. 
• Fluency in English
• Proficiency in MS office is a must.
• Problem solving attitude
• Post-graduation not required.
• Working Sundays 

However Candidates who are BDS, BAMS or BHMS with at least 2 years in healthcare operations and admin experience may also apply.

 

1. Following up with leads for setting up trials
2. Cold calling to potential leads
3. Handling a trial from end to end – scheduling, emailing, following up, technical checks
4. Rescheduling of missed trials
5. Any other ad hoc operations work as per requirement

We are looking for candidate with
1. Availability between 10am-8pm
2. Sincerity and perseverance
3. Attention to detail
4. Communication - Strong English speaking skills
5. Self-motivated with a results-driven approach

Role and Responsibilities:

1. Read and understand prescriptions provided by Doctors to Patients.

2. Understanding the varied range of medicines.

3. Completes pharmacy operational requirements by organizing and directing technicians workflow; verifying their preparation and labeling.

4. Cross-check the issuing medicines with the bill with regard to patient name, item name, quantity, expiry and acknowledge the bill Customer Service.

5. Handle cash in billing counter as and when required.

6.To prepare bills in computer and collect the cash Cold Chain Management

7. It should be flexible and multi-tasking.

Note:
Only female candidates required.

Qualification:
Bpharma and Mpharma

*Will be reporting directly to senior management *Advanced Microsoft Office skills, with an ability to become familiar with firm-specific programs and software *Proficiency in collaboration and delegation of duties *Strong organizational, project management and problem-solving skills with impeccable multi-tasking abilities *Exceptional interpersonal skills *Friendly and professional demeanor