DM/Manager - Growth (Lab Services Homecare)

Job Location : Gurgaon

Role Overview

The role is responsible for managing services through inbound and outbound command center and team of guest relation executives deputed at OPD units. The position requires strong stakeholder coordination, team leadership, and end-to-end management of home sample collection services for a leading hospital group.

Key Responsibilities

1. Own Labs @Home business through structured operations, campaigns, and conversion-focused initiatives.
2. Oversee Homecare Command Center Operations, ensuring smooth appointment scheduling, lead follow-ups, and patient handling.
3. Manage OPD, inbound, and outbound sales lead generation, follow-ups, and high conversion rates.
4. Coordinate closely with doctors and coordinators to optimize referrals and service flow.
5. Strengthen hospital stakeholder engagement through regular updates, collaboration, and service improvement discussions.
6. Ensure seamless home sample collection operations in alignment with clinical teams and homecare field staff.
7. Monitor daily KPIs, including TAT, conversion ratios, call performance, and achievements.
8. Train, mentor, and lead calling agents, field phlebotomy teams, and executives for performance excellence.
9. Handle patient escalations and ensure adherence to hospital quality standards and service protocols.
10. Prepare MIS reports, weekly trackers, revenue dashboards, and performance insights for leadership review.
11. Drive operational excellence through SOP creation, process optimization, and continuous improvement.