Operations Executive (Healthcare) (Sri Lanka)
Employer: Manpower Sri Lanka
Industry: Customer Service
Location: Sri Lanka
One of our prestigious Clients’ who is into “International Healthcare” is looking for a competent “Operations Executive” to work in their Colombo office immediately.
ROLES & RESPONSIBILITIES:
Lab Operations:
Track and monitor applicant journey from booking till report issue as per the TAT defined.
Ensure proper recording and identification of samples and applicable logistics tracker.
Direct applicants and help/guide them with queries raised by them and address their grievance after coordinating with the concerned department and provide resolution accordingly.
Ensuring compliance and timely updating of all regulatory approvals of the labs.
Ensuring compliance to prescribed systems as per the defined SLA.
Customer Service and feedback:
Ensuring the customer feedback is collected for all service touchpoints.
Reduce wait times and maximize utilization of resources and customer experience.
To work with the Value-Added Services team to achieve maximum operational efficiency.
Implementation of new processes.
Operations assistance:
Appointment slot confirmation for walk-in in collection centers and co-ordinate home collection services.
Coordination with the call center and respective labs for customer visits, timings, reports.
Coordinate with the call center for refunds, cancellations, and reschedule. Meets client’s expectations and delivers on time.
Support ops manager in maintaining smooth operations of the department.
MIS Reports:
Submit reports within stipulated timelines.
Ensure accurate transcription of automated results in MIS.
Proper monitoring of reports by running controls as applicable, for ensuring accuracy.
Regular updates of the applicable price revisions for the tests & price management updates.
Identifying, follow-ups & generating new leads.
Ensuring compliance to prescribed systems as per the defined SLAs.
Work closely with the Manager to highlight performance and training needs.
Relationship management with the clients.
Coordinate with other departments for smooth operations. Responsible for achieving targets as agreed.
QUALIFICATIONS & EXPERIENCES:
At least graduation with 2-4 years of experience in operations, customer co-ordination, or customer care.
Experience in Healthcare, Hospitality, or e-Commerce industry is preferred.
Proficiency in the use of computers and basic IT skills. (Email, Internet, MS-Office, etc.)
Good written and spoken skills in English and local languages.
Be an active listener and a customer service-oriented individual.
Excellent communication skills and pleasant phone mannerism.
Self-motivated individual with a balanced personality and great interpersonal skills.
Good time management skills.
Should be flexible to work in different time zones. (If required)
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