Operations Manager

About The Role

The Operations Manager will be responsible for managing, monitoring, and improving the daily performance of Clinical Representatives (CRs) placed at ENT clinics across India.

This role ensures smooth operations of remote diagnostic setups, continuous patient follow-ups, on-time testing, counselling oversight, and supporting sales conversion of hearing aids and accessories.

The Operations Manager will work closely with the National Manager, Regional Managers, and Area Managers to ensure process discipline, patient satisfaction, and consistent revenue growth.

Key Responsibilities

1. Daily Operations & CR Management

• Supervise, guide, and monitor CRs deployed across multiple cities/states

• Ensure every CR follows standard procedures for:

• Patient registration

• Data entry

• PTA/Diagnostic coordination

• Counselling & follow-up

• Hearing aid trial assistance

• Manage CR attendance, punctuality, discipline, and clinic readiness

1. Patient Flow Management

• Track daily patient visits from all clinics

• Ensure CRs manage waiting patients appropriately when audiologists are busy

• Making patients wait politely

• Offering alternative time slots

• Scheduling home visits during non-OPD hours

• Ensure no patient drop-out due to operational gaps

1. Performance Tracking & Reporting

• Maintain daily dashboards for patient visits, completed tests, trials, and conversions

• Track individual CR performance metrics

• No. of patients attended

• No. of follow-up calls

• Hearing-aid trials done

• Sales conversions

• Accessory cross-sales

• Payment collections

• Generate weekly and monthly reports for senior management

1. Counselling & Sales Support

• Ensure CRs are trained and confident

• Basic hearing-aid counselling

• Explaining test procedures

• Motivating patients for trials

• Handling objections and concerns

• Cross-selling batteries, domes, accessories

• Monitor quality of counselling through random checks and feedback

1. Training & Quality Control

• Conduct regular coaching sessions for CRs

• Soft skills and patient interaction

• Follow-up calls and lead conversion

• Clinic discipline and professional etiquette

• Documentation accuracy

• Work with Area/Regional Managers to resolve performance gaps

1. Coordination with ENT Clinics

• Ensure strong relationships with partner ENT clinics

• Handle escalations related to CR behavior, clinic coordination, or patient dissatisfaction

• Ensure devices are functional, and clinic workflow is smooth

1. Process Improvement

• Identify bottlenecks in operations and recommend improvements

• Streamline CR workflows to increase efficiency

• Implement SOPs for test management, waiting handling, home visits, and follow-ups

1. Travel & Field Audits

• Periodic travel to clinics across India for audits and CR performance evaluation

• Ensure remote diagnostic device installations are completed smoothly by Area Managers

Required Skills & Qualifications

• Graduate / MBA preferred

• 3–7 years of experience in operations, healthcare, diagnostics, or similar field

• Strong team management & supervisory skills

• Excellent communication in Hindi & English

• Ability to handle multi-location field teams

• Strong in follow-up, process discipline, and data management

• Proficiency with Excel, CRM tools, and reporting dashboards

• Problem-solving and decision-making ability

• Willingness to travel when required

Key Attributes

• People-oriented and empathetic

• Process-driven

• Strong sense of ownership

• Ability to multitask

• Patient and calm-minded

• Result-oriented with focus on conversions and patient satisfaction

• Kindly share your resume