About HealthONTime

HealthONTime is a technology-driven healthcare platform focused on making healthcare simple, accessible, and convenient. Our platform enables customers and corporate clients to access diagnostic tests, health checkups, preventive healthcare services, and other healthcare solutions through our network of healthcare partners.

About the Role

We are looking for a Team Lead - Operations to manage the day-to-day execution of diagnostic and health checkup operations at HealthONTime.

The role will involve leading an operations team responsible for customer coordination, appointment scheduling, partner coordination, rescheduling, service completion, report follow-ups, and handling operational escalations. The Team Lead will be responsible for ensuring a smooth customer experience while maintaining service quality, productivity, and turnaround-time standards.

Key Responsibilities

1. Team Management & Operations

Lead and supervise a team handling end-to-end diagnostic and health checkup coordination.
Manage daily appointment volumes, workload allocation, follow-ups, rescheduling, and operational priorities.
Ensure defined SLAs for appointment confirmation, service completion, report delivery, quality, and productivity are achieved.
Conduct regular team huddles, set targets, review performance, and provide coaching where required.
Ensure adherence to operational SOPs and communication protocols.

2. Partner & Appointment Coordination

Coordinate with diagnostic laboratories, hospitals, clinics, collection centres, and other healthcare partners for smooth service delivery.
Ensure appointments are confirmed and completed within committed timelines.
Follow up on pending appointments, reschedules, cancellations, reports, and other operational issues.
Work with partners to resolve service-related issues and improve operational performance.

3. Quality & Process Control

Monitor calls, emails, CRM updates, and operational records to maintain accuracy and service quality.
Identify process gaps, recurring errors, missed appointments, delays, and other operational issues.
Recommend and implement corrective and preventive actions.
Ensure accurate documentation and adherence to internal processes.

4. Customer & Client Handling

Handle escalations from customers, corporate clients, and healthcare partners.
Ensure customer grievances are resolved promptly through proper coordination and follow-up.
Analyse trends in cancellations, missed appointments, complaints, and service failures and recommend improvements.

5. Cross-Functional Coordination

Work closely with healthcare partners and internal Business Development, Customer Support, Finance, Product, and Technology teams.
Coordinate with internal stakeholders to resolve operational bottlenecks and improve customer experience.
Support implementation of new CRM features, automation tools, and operational processes.

Key Performance Indicators (KPIs)

Team Productivity & Utilisation
Appointment Confirmation Rate
Appointment Completion Rate
Turnaround Time (TAT) Adherence
Report Delivery TAT
Quality & Process Adherence
Customer Satisfaction (CSAT/NPS)
Cancellation & Rescheduling Rate
Escalation Resolution TAT
Team Attendance & Attrition

Graduate in any discipline; candidates with a healthcare, life sciences, hospital management, or related background will be preferred.
3-5 years of experience in operations, customer service, healthcare operations, diagnostics, health-tech, insurance, or a related industry.
At least 1-2 years of experience in a team leadership or supervisory role.
Experience in diagnostic appointment coordination, health checkups, healthcare operations, medical coordination, or insurance medical processes will be a strong advantage.
Strong team management skills with the ability to manage productivity, quality, attendance, and performance.
Excellent communication and interpersonal skills with the ability to coordinate effectively with customers, clients, healthcare partners, and internal teams.
Strong problem-solving skills and the ability to handle customer and operational escalations calmly and professionally.
Working knowledge of CRM systems, MS Excel, reporting, and operational dashboards.
Ability to analyse operational data and identify opportunities for process improvement.
Ability to work in a fast-paced environment and manage multiple priorities within defined timelines.

Preferred Attributes

Experience working with diagnostic laboratories, hospitals, healthcare platforms, TPAs, or insurance companies.
Understanding of home sample collection and diagnostic centre appointment workflows.
Experience with CRM-based appointment or workflow management systems.
Exposure to corporate health checkups or pre-policy medical checkups will be an advantage.
Process-oriented mindset with a strong focus on customer experience and continuous improvement.

Why Join HealthONTime?

Opportunity to lead critical healthcare operations in a growing health-tech platform.
Work closely with diagnostic laboratories and other healthcare partners.
Take ownership of customer experience and operational performance.
Opportunity to improve processes through technology and automation.
Work in a dynamic environment with opportunities for professional growth.

Equal Opportunity

HealthONTime is committed to providing equal employment opportunities. Employment decisions are based on business requirements, qualifications, skills, experience, competence, and merit, without discrimination on the basis of legally protected characteristics.

Team Lead - Operations

Requirements