DM/Manager - Lab Services (Homecare)

Deputy Manager/ Manager - Lab Services( Homecare)

Role Overview

The role is responsible for managing servicesthrough inbound and outbound command center and team of guest relation executives deputed at OPD units. The position requires strong stakeholder coordination, team leadership, and end-to-end management of home sample collection services for a leading hospital group.

Key Responsibilities

1. Own Labs @Home business

   through structured operations, campaigns, and conversion-focused initiatives.

2. Oversee Homecare Command Center Operations

   , ensuring smooth appointment scheduling, lead follow-ups, and patient handling.

3. Manage OPD, inbound, and outbound sales

   lead generation, follow-ups, and high conversion rates.

4. Coordinate closely with doctors and coordinators

   to optimize referrals and service flow.

5. Strengthen hospital stakeholder engagement

   through regular updates, collaboration, and service improvement discussions.

6. Ensure seamless home sample collection operations

   in alignment with clinical teams and homecare field staff.

7. Monitor daily KPIs

   , including TAT, conversion ratios, call performance, and achievements.

8. Train, mentor, and lead calling agents, field phlebotomy teams, and executives

   for performance excellence.

9. Handle patient escalations

   and ensure adherence to hospital quality standards and service protocols.

10. Prepare MIS reports

    , weekly trackers, revenue dashboards, and performance insights for leadership review.

11. Drive operational excellence

    through SOP creation, process optimization, and continuous improvement.