Job Description

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: Reliably commute or planning to relocate before starting work (Preferred)
Education:

Bachelor's (Preferred)
Experience:

Customer service: 1 year (Preferred) Operations management: 1 year (Preferred)
Location:

Thrissur, Kerala (680001) (Required)
Shift availability:

Day Shift (Preferred) Night Shift (Preferred)
Work Location: In person