Executive - Corporate Branch

Role Definition

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

• 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.

• 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.

• 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.

• 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.