Ensure timely sample collection, processing, and report delivery.
Coordinate between labs, phlebotomists, logistics teams, and collection centers.
Monitor TAT (Turnaround Time) adherence for high-priority and specialized tests.
Act as the primary contact for hospitals, clinics, doctors, and corporate clients.
Manage service-level expectations, inquiries, and escalations.
Conduct periodic client visits to review service performance and feedback.
Ensure compliance with NABL/ISO and company guidelines.
Track sample rejections, recollection cases, and data discrepancies.
Report quality-related issues to the operations team for corrective action.
Investigate delayed reports, pricing issues, service lapses, and logistics gaps.
Manage urgent requests and escalate cases to respective departments.
Maintain daily logs for:
Sample movement
TAT performance
Escalation reports
Client service dashboards
Share daily/weekly/monthly service performance reports with management.
Identify recurring operational bottlenecks.
Recommend improvements to enhance customer experience and reduce errors.