Customer Care Executive

OPERATIONS EXECUTIVE – JOB DESCRIPTION

Department: Operations

Designation: Operations Executive

Reporting To: Operations Manager

Review Period: Monthly

Location: Along Home Health Care

1. Job PurposeOperations Executive ka main responsibility assigned patients ki daily service ko smoothly manage karna, caregiver/staff ki availability maintain karna, replacement arrange karna, staff records update rakhna aur patient/staff related issues ko timely resolve karna hai.

Operations Executive ko ensure karna hai ki patient ko proper staff, proper timing par aur without unnecessary service gap ke service mile.

2. Basic Job ResponsibilitiesA. Patient File ManagementOperations Executive ko assigned patients ki complete file maintain karni hogi.

Daily Responsibilities:

• Minimum 30+ patients ki files properly maintain karna.
• Patient file me required information accurate rakhna.
• Patient aur relative ke contact details verify/update karna.
• Assigned staff ka complete information maintain karna.
• Staff ke In/Out timing update karna.
• Salary, bank details, Upaad aur other payment-related information maintain karna.
• Rapido/Travel-related information, wherever applicable, update karna.
• Required documents file me available hain ya nahi, check karna.
• Missing information/document ko concerned person se complete karwana.
• Patient file me koi information outdated ho to immediately update karna.

File Accuracy Target: 100%

B. Replacement ManagementPatient ki service me staff absent, leave par ya unavailable hone par timely replacement arrange karna.

Responsibilities:

• Har replacement ko replacement sheet/register me record karna.
• Replacement ki date, patient, outgoing staff, replacement staff aur reason mention karna.
• Emergency replacement ko same day arrange karna.
• Replacement ke baad patient/relative se confirmation lena.
• Replacement ke baad staff attendance aur joining properly update karna.
• Service gap ko minimum/zero rakhna.

C. Recruitment & Staff VisitOperations Executive ko regular staff recruitment/support me contribute karna hoga.

Responsibilities:

• New caretaker/nursing staff identify karna.
• Available staff ko call/contact karna.
• Staff ko office visit ke liye coordinate karna.
• Staff ki basic details collect karna.
• Available staff ko suitable patient requirement ke according shortlist karna.
• HR/Operations team ke saath recruitment coordination karna.

D. Backup Staff Pool ManagementEmergency replacement ke liye sufficient backup staff available rakhna.

Responsibilities:

• Available backup staff ki updated list maintain karna.
• Staff ki location, duty preference, availability aur contact details update rakhna.
• Regularly backup staff ko call karke availability confirm karna.
• Inactive/unavailable staff ko list se update/remove karna.
• Emergency requirement ke liye ready-to-deploy staff identify karna.

E. Leave ManagementStaff ki leave ka proper record maintain karna.

Responsibilities:

• Staff se leave request/reason lena.
• Leave date aur expected return date record karna.
• Leave ki information sheet me update karna.
• Long leave/important leave ka proper follow-up karna.
• Staff ki return date par confirmation lena.
• Leave ke karan patient service affect na ho uske liye replacement planning karna.

F. Attendance & Staff AvailabilityAssigned staff ki daily attendance aur availability monitor karna.

Responsibilities:

• Daily staff attendance update/check karna.
• Missing attendance ko same day identify karna.
• Staff ke In/Out timing verify karna.
• Absent staff ke reason ka record maintain karna.
• Attendance sheet incomplete na rahe iska dhyan rakhna.
• Office leave karne se pehle daily attendance complete/update karna.

G. Staff Testimonial VideoCompany ke staff experience aur testimonial collection me support karna.

Responsibilities:

• Satisfied staff identify karna.
• Testimonial ke liye staff se coordinate karna.
• Video recording arrange karna.
• Operations team ke saath coordination karna.
• Collected videos properly save/share karna.

H. Staff AppreciationGood-performing staff ko identify karke appreciation activity me contribute karna.

Responsibilities:

• Good performance wale staff identify karna.
• Positive patient/relative feedback wale staff ko highlight karna.
• Attendance, discipline aur service quality ko consider karna.
• Appreciation ke liye Operations Manager ko recommendation dena.

I. Google / Justdial ReviewsSatisfied patients/relatives se genuine Google/Justdial reviews collect karne me support karna.

Responsibilities:

• Satisfied client/relative identify karna.
• Service complete/positive feedback ke baad review request karna.
• Review ka proper record maintain karna.
• Fake/duplicate review nahi karwana.
• Review target ke liye team ke saath coordination karna.

J. Staff Complaint ManagementStaff ki complaints ko properly receive, understand aur resolve karna.

Responsibilities:

• Staff complaint attentively listen karna.
• Complaint ka reason understand karna.
• Complaint ko proper sheet/register me record karna.
• Required department/manager ko escalate karna.
• Resolution ke liye follow-up karna.
• Staff ko timely response dena.
• Repeated complaints ko Operations Manager ke attention me lana.

K. Daily ReportingOperations Executive ko daily work ka proper report maintain aur submit karna hoga.

Daily Report me include ho sakta hai:

• Patient status
• Staff attendance
• Replacement
• Leave
• New staff/recruitment visit
• Backup staff availability
• Complaints
• Important patient updates
• Pending issues
• Other operational activities

3. Monthly KPI & TargetSr.KRAKPI / Target1Patient File Management30+ Patients; 100% accurate files2Replacement Management100% timely replacement; emergency same day3Recruitment10 staff visits/week4Backup Pool18–20 active backup staff5Leave Management100% accurate leave records6Attendance & AvailabilityZero missing attendance7Staff Testimonial5/month8Staff Appreciation2/month9Google/JD Review50/month10Staff Complaint100% response & timely resolution11ReportingDaily report before leaving office

5. Key Performance ExpectationsEvery Operations Executive must ensure:

• Patient service should not be interrupted unnecessarily.
• Replacement should be arranged on time.
• Patient and staff records should remain accurate and updated.
• Attendance must be complete and error-free.
• Backup staff should always be available for emergencies.
• Staff complaints should not remain unattended.
• Daily reporting must be completed before leaving office.
• All operational data must be properly maintained in the respective Google Sheets/files.
• Any serious patient/service issue must be immediately escalated to the Operations Manager.

6. AccountabilityOperations Executive will be responsible for the accuracy, timely updating and follow-up of all operational activities assigned to them.

Performance will be reviewed monthly based on:

Target → Actual → Achievement % → Quality → Timeliness → Overall Performance → Incentive