About the role
Role Overview We are looking for a proactive and detail-oriented Operations Associate to join our Operations team. The role will be responsible for managing the end-to-end client service journey, from order coordination and service fulfilment to post-service follow-up, reporting, and resolution of operational issues.The ideal candidate should be comfortable working in a fast-paced healthcare environment, coordinating with multiple stakeholders, identifying operational gaps, and taking ownership until the client journey is successfully completed.
Key ResponsibilitiesEnd-to-End Client & Order Management
- Manage the complete operational journey of client orders from order creation and coordination through service fulfilment and post-service closure.
- Coordinate with clients, doctors, nurses, labs, homecare partners, and other operational stakeholders to ensure smooth service delivery.
- Monitor orders closely and proactively follow up on pending, delayed, rescheduled, or failed services.
- Ensure all service requirements, pricing, locations, timings, and other order details are accurately captured and communicated.
Post-Service Client Journey
- Own the post-service journey, including coordination, follow-ups, report collection, report sharing, and order closure.
- Coordinate with internal teams and external partners to ensure reports and required documentation are delivered within the expected timelines.
- Track pending reports and proactively follow up to avoid delays.
- Identify and escalate any issues affecting the client experience and ensure timely resolution.
Operational Coordination & Escalations
- Work closely with internal teams and healthcare partners to resolve operational challenges.
- Handle cancellations, rescheduling, failed orders, service delays, and other fulfilment-related issues.
- Investigate operational issues, identify root causes, and recommend corrective actions.
- Maintain strong communication and follow-up with all relevant stakeholders until the issue is completely resolved.
Process Improvement & Reporting
- Maintain accurate operational trackers, reports, and daily/weekly performance updates.
- Monitor operational KPIs and identify recurring issues or process gaps.
- Support the development and improvement of SOPs and operational workflows.
- Identify opportunities to improve efficiency, reduce manual work, and enhance the overall client experience.
- Support new service launches by coordinating operational requirements and ensuring readiness across stakeholders.
Automation & AI
- Identify repetitive and manual operational processes that can be improved through automation and AI tools.
- Support the implementation of automation solutions to improve operational efficiency and reduce manual dependency.
- Use AI tools effectively for reporting, analysis, documentation, process improvement, and day-to-day operational tasks.
- Hands-on experience with automation tools, AI tools, workflow automation, or process optimisation will be an added advantage.
Requirements:
- 1–3 years of experience in Operations, Healthcare Operations & Customer Experience or a similar role.
- Strong coordination and stakeholder management skills.
- Excellent communication and follow-up skills.
- Strong attention to detail and ability to manage multiple orders/tasks simultaneously.
- Ability to work independently and take ownership of operational issues.
- Good analytical and problem-solving skills.
- Comfortable working with Excel/Google Sheets and operational dashboards.
- Ability to work in a fast-paced and constantly changing environment.
- Experience in healthcare or healthcare technology is preferred.
Good to Have
- Experience with AI tools and automation platforms.
- Understanding of workflow automation and process optimisation.
- Experience working with CRM/order management systems.
- Experience in healthcare, homecare, diagnostics, or health-tech operations.
- Strong data analysis and reporting skills.
Key Success Metrics
- Order fulfilment and closure rate
- On-time service completion
- Report turnaround and closure
- Reduction in pending/delayed orders
- Operational issue resolution time
- Partner/stakeholder coordination effectiveness
- Process efficiency and reduction in manual work
- Client experience and operational quality