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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:

• Correct test pricing and discounts

• Accurate collection charges

• Proper payment mode and payment receipt

• Ensure full collection of test amounts from customers.

• Verify laboratory invoices and vendor bills by:

• Matching with agreed price lists

• Cross-checking bill descriptions, discounts, and quantities

• 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 part-time agents

• 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.