Job Description

Branch Manager Mission: The mission is to ensure operational efficiency, exceptional service delivery, and sustainable growth at branch operations. The person in this role will optimize daily activities, maintain compliance with SOPs and regulatory requirements, and drive quality assurance measures. By prioritizing customer engagement, resolving complaints effectively, and driving business development initiatives, the person in this role will uphold the organization reputation and drive growth. Service Management:

1. Daily Operations Management:• Supervise and coordinate daily activities related to pre-analytical operations, including specimen collection, handling, and transportation.
• Ensure compliance with standard operating procedures (SOPs), NABL regulatory requirements, and quality standards.



2. Resource Allocation:• Optimize resource allocation, including employees, equipment, and supplies, to meet workload demands and maintain operational efficiency. Develop roaster that balance workload distribution and employee preferences.
• Monitor employee levels and adjust schedules as needed to accommodate fluctuations in workload and ensure adequate coverage. Adjust employee roaster in real-time to address unexpected absences or surges in workload.



3. Quality Assurance:• Implement quality control measures to ensure the accuracy and integrity of pre-analytical processes, including Registration, specimen collection, identification, labeling, and handling.
• Conduct regular audits through checklist to assess compliance with quality standards and identify areas for improvement. Provide feedback and retraining to employees as needed to address deficiencies. Implement process improvements to enhance efficiency and accuracy.

Customer Interaction and Engagement:

1. Customer Engagement:• Deliver excellent customer service and patient care, including clear communication, empathy, and respect for patient rights and privacy. Review customer feedback to gather customer input and identify areas for improvement.
• Implement strategies to enhance patient satisfaction and loyalty, such as proactive communication and follow-up on sample collection and test results. Implement personalize interactions/ activities and make patients feel valued and respected.
• Profile customers and understand their needs to deliver the right product/service.
• Manage service gaps (delay in reports, etc.) and communicate effectively with stakeholders. Handle queries/objections in an effective way.
• Manage customer feedback mechanisms (NPS, etc.) and take corrective actions as per feedback.



2. Complaint Resolution:• Develop protocols for handling patient complaints and concerns related to pre-analytical operations, ensuring prompt resolution and follow-up to prevent recurrence. Communicate resolution outcomes to customers and implement corrective/ preventive actions as needed to prevent similar issues in the future.
• Conduct root cause analysis of complaints to identify underlying issues and implement corrective actions as needed. Collaborate with other departments to address systemic issues impacting customer satisfaction.

Business Development

1. Market Awareness and Customer Acquisition:• Conduct in-depth market research to understand market dynamics, trends, and customer preferences. Utilize market research findings to sales strategies, and marketing campaigns.
• Organize health awareness camps, community events, and outreach programs to increase brand visibility and attract potential customers. Collaborate with local organizations, Societies, and community groups to organize health-related activities and workshops.



2. Product and Package Promotion:• Implement effective sales pitches to showcase the products, services, and packages to potential customers.
• Highlight the unique features, benefits, and value propositions of the company's offerings to differentiate them from competitors.



3. Customer Relationship Management:
- Implement loyalty programs, Cards schemes, and special promotions to build repeat business. - Promote membership schemes and subscription services through targeted marketing campaigns and promotional events.• Establish strong relationships with key and loyal customers through personalized communication, attentive service, and proactive support.

Training and Development:

1. Training Programs:• Identify training needs using ASK framework through performance evaluations, audits, and feedback mechanisms. Ensure training programs for branch team to ensure competency in specimen collection techniques, procedures, and quality practices.



2. Performance Management:• Conduct performance evaluations for branch team to assess job performance, identify strengths and areas for improvement, and set performance goals.
• Provide constructive feedback, coaching, and support to help staff achieve their full potential and meet performance expectations.

Inventory and Equipment Management:

1. Inventory Control:• Manage inventory of specimen collection supplies, reagents, and consumables to ensure adequate stock levels and minimize wastage.
• Implement inventory module in LIMS to track usage, monitor expiration dates, and reorder supplies as needed.
• Conduct regular inventory audits to reconcile physical inventory counts with system records and identify discrepancies.



2. Equipment Maintenance:• Implement maintenance schedules for equipment used in pre-analytical operations.
• Coordinate equipment maintenance and repair activities with Central team and service providers to minimize downtime and ensure equipment reliability.

Compliance and Documentation:

1. Compliance Monitoring:• Ensure compliance with NABL regulatory requirements, standards, and industry best practices related to pre-analytical operations.



Documentation and Recordkeeping:• Maintain accurate and up-to-date records of specimen collection, handling, and transportation activities.
• Compile documentation and records required for regulatory inspections and accreditation audits in advance of scheduled visits.