Team Lead - Operations

HealthONTime Private Limited; Delhi; On-site; INR 900,000 - 1,200,000; Full time

Job summary

HealthONTime Private Limited is seeking a Team Lead - Operations in Delhi to manage day-to-day diagnostic and health checkup operations. You will lead an operations team, drive customer coordination, appointment scheduling, and partner liaison while ensuring service quality and turnaround times.

The role focuses on achieving defined SLAs, coaching the team, and maintaining smooth customer experiences in a fast-paced healthcare platform environment.

Qualifications

• Bachelor's degree in a relevant field and 5+ years in operations leadership.
• Experience in healthcare or diagnostic services is preferred.
• Strong people management, coaching, and process-improvement mindset.

Responsibilities

• Lead end-to-end diagnostic and health checkup coordination for customers.
• Manage daily appointment volumes, workload allocation, and rescheduling.
• Ensure SLAs, service quality, and productivity targets are met.
• Coordinate with labs, hospitals, clinics, and collection centres.

Skills

Leadership

Operations Management

Team Coaching

Stakeholder Coordination

CRM Knowledge

Education

Bachelor's degree in Healthcare Administration or related field

Tools

CRM software

Job description

About HealthONTime

HealthONTime is a technology-driven healthcare platform focused on making healthcare simple, accessible, and convenient. Our platform enables customers and corporate clients to access diagnostic tests, health checkups, preventive healthcare services, and other healthcare solutions through our network of healthcare partners.

About the Role

We are looking for a Team Lead - Operations to manage the day-to-day execution of diagnostic and health checkup operations at HealthONTime.

The role will involve leading an operations team responsible for customer coordination, appointment scheduling, partner coordination, rescheduling, service completion, report follow-ups, and handling operational escalations. The Team Lead will be responsible for ensuring a smooth customer experience while maintaining service quality, productivity, and turnaround-time standards.

Key Responsibilities

1. Team Management & Operations

• Lead and supervise a team handling end-to-end diagnostic and health checkup coordination.
• Manage daily appointment volumes, workload allocation, follow-ups, rescheduling, and operational priorities.
• Ensure defined SLAs for appointment confirmation, service completion, report delivery, quality, and productivity are achieved.
• Conduct regular team huddles, set targets, review performance, and provide coaching where required.
• Ensure adherence to operational SOPs and communication protocols.

2. Partner & Appointment Coordination

• Coordinate with diagnostic laboratories, hospitals, clinics, collection centres, and other healthcare partners for smooth service delivery.
• Ensure appointments are confirmed and completed within committed timelines.
• Follow up on pending appointments, reschedules, cancellations, reports, and other operational issues.
• Work with partners to resolve service-related issues and improve operational performance.

3. Quality & Process Control

• Monitor calls, emails, CRM updates, and operational records to maintain accuracy and service quality.
• Identify process gaps, recurring errors, missed appointments, delays, and other operational issues.
• Recommend and implement corrective and preventive actions.
• Ensure accurate documentation and adherence to internal processes.

Key Performance Indicators (KPIs)

• Team Productivity & Utilisation
• Appointment Confirmation Rate
• Appointment Completion Rate
• Turnaround Time (TAT) Adherence
• Report Delivery TAT
• Quality & Process Adherence
• Customer Satisfaction (CSAT/NPS)
• Cancellation & Rescheduling Rate
• Escalation Resolution TAT
• Team Attendance & Attrition