Executive - Corporate Branch

Role Definition

The Executive is responsible for ensuring error-free patient registration and data entry, proactive escalation and communication management, and continuous Turnaround Time (TAT) monitoring across branch operations. The role demands sharp attention to detail, calm and professional handling of patient or doctor escalations, and disciplined tracking of samples and reports against defined TAT commitments, ensuring accuracy, transparency, and timely resolution at every step.

Role Deliverables

• •Zero (0) registration and data-entry errors in LIMS
• •Prompt acknowledgement, ownership, and resolution of all escalations
• •Real-time TAT monitoring with proactive alerts on likely delays
• •Clear, timely, and professional communication with patients, doctors, and internal teams
• •Accurate documentation of escalation logs and TAT trackers
• •High patient and doctor satisfaction through transparent updates

Tasks and Activities

Registration Accuracy & Quality Control

• •Verify patient details (name, age, gender, contact, address, ID proof, referring doctor) against source documents before saving in LIMS.
• •Cross-check test/package selection, billing head (Self/Doctor/Corporate), and pricing before invoice generation.
• •Apply a mandatory self-check or second-check step on every registration entry before finalizing.
• •Conduct end-of-day reconciliation of LIMS entries against physical requisition forms/registers to catch and correct discrepancies same-day.
• •Log root cause for any near-miss or error identified and share learnings with the Branch Manager to prevent recurrence.

Escalation & Communication Management

• •Actively listen to patient, doctor, or corporate concerns and acknowledge the issue within the defined response window.
• •Classify escalations accurately (registration error, delay, service issue, billing dispute, report query, etc.) as per the escalation matrix.
• •Provide the affected party a realistic resolution timeline and keep them updated until closure.
• •Escalate issues beyond own authority to the Branch Manager promptly, with complete context and supporting details.
• •Maintain a written escalation log capturing issue, action taken, owner, and closure timestamp.
• •Follow up on every open escalation until formally closed; do not allow issues to go unresolved or unacknowledged.
• •Communicate proactively rather than waiting for the patient/doctor to follow up, especially in case of delays.

TAT Monitoring & Report Coordination

• •Track sample status in LIMS across collection, dispatch, receipt, processing, and reporting stages.
• •Identify samples approaching or breaching TAT and flag them for priority follow-up before the commitment is missed.
• •Coordinate with lab/logistics teams to expedite urgent, cold-chain, or at-risk samples.
• •Maintain a daily TAT tracker/dashboard highlighting pending, delayed, and completed samples.
• •Proactively inform patients/doctors of any anticipated delay along with a revised, realistic timeline.
• •Escalate recurring or systemic TAT breaches to the Branch Manager with supporting data.

Daily Reporting & Documentation

• •Prepare and share a daily summary of registration accuracy, open escalations, and TAT status with the Branch Manager.
• •Maintain clean, dated records of escalation logs and TAT trackers for audit and review.
• •Participate in the daily huddle to flag risks, share updates, and align on priorities for the day.

Success Metrics

• •0 (Zero) registration errors in LIMS — 100% first-time-right patient and billing entries.
• •100% escalations acknowledged within the defined SLA and resolved within the committed timeline.
• •100% TAT adherence for sample processing and report delivery, with proactive alerts on at-risk samples.
• •Zero repeat or unresolved escalations carried over without documented follow-up.
• •Customer Satisfaction Index > 4.8 on service, communication, and issue resolution.
• •Complete and timely documentation of escalation and TAT logs for every shift.