Lead- Delivery Assurance & Operations

Role Description

Pococare is seeking a Lead- Service Assurance & Medical Emergency Operations. This on-site role is full-time and critical to ensuring Pococare get the promised fastest access to Medical attention during emergencies. This role involves running operations Pan India, managing internal team as well as external vendors.

Candidates with experience in managing national emergency operations in hospitals (ER, call centers, helplines, ambulances), 108/102 services, national ambulance operators, or roadside assistance providers are ideal for this role

Internal Team:

1. Handle a set of Pococare Heartbeat Angels responsible for handling inbound emergency alerts

2. Handle a set of Management Trainees, Operations associates and Customer success executives

3. Clinical Associates a set of MBBS doctors who assist customers during medical emergencies

External Vendors: The role is responsible for managing and building vendors in network in following domains

1. Ambulance Operators both city specific as well as ones having national operations

2. Health care at home operators- at home nursing, paramedic providers

3. Hospitals with emergency facilities for treating Pococare patients during medical emergencies

The incumbent will be responsible for overseeing day-to-day operations, streamlining processes and workflows to improve efficiency and ensure timely emergency response.

Key Responsibilities Include

1. Managing customer onboarding processes

2. Coordinate customer service operations and find ways to ensure client retention

1. Managing relationship with delivery partners like ambulance providers, hospitals
2. Managing relationship with payer network like TPAs, Insurance companies,
3. Managing consumer Engagement programmes (On-ground, Digital and Direct) to create awareness towards medical emergency and improving medical emergency readiness.
4. Verifying & handle medical emergency service call details from patients. This includes information collection, coordinating with doctors, ambulance providers and hospital for patient support.

Team To Build & Manage

The position reports to Operations Head and will build and manage a network of internal team as well as vendor network as outlined above.

Skills Requirements:

1. Experience of managing multicity operations
2. Experience of having built and managed strong muti city vendor network.
3. Project management & Budgeting
4. Basic experience of managing call centre operations
5. Experience of having managed distributed team
6. Excellent organizational, analytical and communication skills
7. Demonstrated ability to work collaboratively with cross-functional teams
8. Strong problem-solving skills and sound judgment
9. Ability to multitask in a dynamic work environment, prioritize work and adapt to changing business needs.

Office Timings: We work 6 days a week, 9.30-18.30 onsite, being in medical emergency business we expect the candidates to be available whenever there is a customer distress and medical emergency situations.

Qualifications & Experience

• MBA/PGDBM in marketing / Operations Management
• 5-8 years of experience in Operations with a flavour of one or more of Hospital Operations, Field operations, BTL, Events and delivery management
• Experience in healthcare, emergency response or ambulance services is desirable.
• Fluency in English and at least one local language
• Willingness to work flexible hours as needed