Customer Care Executive - Operations Executive

Overview

The Customer Care Executive role, designated as Operations Executive at Along Home Health Care, centers on effectively coordinating daily services for assigned patients, ensuring continuous availability of caregivers and staff, and maintaining accurate records. This role demands prompt resolution of any patient or staff issues and guarantees seamless service delivery without unnecessary interruptions.

Key Responsibilities

• Manage and maintain comprehensive patient files for over 30 patients daily, verifying and updating patient and relative contact details along with staff information, attendance timings, salary and payment data, travel details, and ensuring all required documents are available and current.
• Arrange timely replacements during staff absence or leave, recording each replacement with details such as date, staff involved, and reasons, confirming with patients or relatives post-replacement and updating attendance records to minimize service gaps.
• Assist in recruitment efforts by identifying potential caretakers or nursing personnel, coordinating office visits, collecting staff details, shortlisting candidates as per patient needs, and collaborating with the HR and Operations teams.
• Maintain an updated list of backup staff for emergency replacements, confirming their availability frequently, managing their preferences and locations, and removing inactive members.
• Track and document staff leaves, including reasons and expected return dates, ensuring replacements are planned accordingly to prevent service disruptions and following up on long or critical leaves.
• Regularly monitor daily attendance and availability of assigned staff, verifying timing details, identifying missing entries promptly, recording reasons for absence, and ensuring attendance sheets remain complete.
• Support collection of staff testimonial videos by identifying satisfied employees, coordinating recordings, and managing these assets with the operations team.
• Recognize and recommend staff appreciation initiatives based on good performance, positive feedback, attendance, discipline, and service quality.
• Help gather genuine patient and relative reviews on platforms like Google and Justdial by identifying satisfied clients post-service, ensuring review authenticity, and coordinating review targets with the team.
• Manage staff complaints by attentively receiving concerns, logging issues in registers, escalating unresolved matters to relevant departments or managers, and ensuring timely follow-up and resolution.
• Prepare and submit daily reports covering patient status, staff attendance, replacements, leaves, recruitment activities, backup staff availability, complaints, pending issues, and other operational updates.

Performance Goals

• Maintain 100% accurate files for 30+ patients
• Ensure 100% timely replacements with emergency replacements on the same day
• Facilitate 10 staff visits for recruitment weekly
• Keep a backup pool of 18–20 active staff
• Accurately record 100% of staff leave details
• Eliminate missing attendance entries
• Collect 5 staff testimonial videos monthly
• Recognize 2 staff appreciation cases monthly
• Achieve 50 genuine Google/Justdial reviews monthly
• Address 100% of staff complaints promptly
• Complete daily reporting before office departure

Accountability

The Operations Executive is responsible for the accuracy and timely updating of all assigned operational activities, ensuring patient services remain uninterrupted, attendance records are flawless, backup staff is ready, complaints are addressed, and serious issues escalated immediately to the Operations Manager. Monthly performance reviews will assess targets, quality, timeliness, and overall contribution linked to incentives.