Order Management Executive:
Manage end-to-end order fulfillment, including booking, appointment coordination, sample collection, report sharing, and order closure. The role involves coordinating with customers, vendors, labs, and internal teams while monitoring TAT/SLA, resolving escalations, and ensuring timely service delivery.

Order Management Specialist | Roles & Responsibilities
 

• Manage the complete order lifecycle, from order creation and booking to service fulfillment, report delivery, closure.
• Monitor and track orders through internal systems such as Amoga, and order management platforms, ensuring accurate and timely updates.
• Coordinate with customers, healthcare providers, diagnostic labs, vendors, and internal teams to ensure timely order fulfillment.
• Manage health check-up and diagnostic orders, including appointment booking, sample collection, report processing, report sharing, and completion tracking.
• Monitor SLA/TAT adherence and proactively follow up on pending, delayed, or incomplete orders to minimize service breaches.
• Handle order-related issues such as vendor delays, appointment failures, sample collection issues, missing/incorrect reports, cancellations, rescheduling, and serviceability concerns.
• Manage escalations by coordinating with relevant stakeholders and ensuring issues are followed through to resolution and closure.
• Validate order details, package/test information, customer details, vendor assignments, and service status to maintain order accuracy and data quality.
• Coordinate with vendors and labs for order confirmation, sample collection, report availability, and timely completion of services.
• Perform regular follow-ups on pending orders and maintain trackers/MIS to ensure zero or minimal ageing and timely closure.
• Prepare and analyze operational reports to track order volumes, pending orders, TAT breaches, completion status, vendor performance, and service issues.
• Identify recurring operational issues and contribute to RCA and corrective/preventive actions to improve the overall order fulfillment process.
• Support reconciliation activities by validating completed, cancelled, pending, and exception orders and coordinating with relevant teams for closure.
• Maintain accurate documentation and ensure all customer and order-related interactions are updated in the respective systems.
• Work closely with cross-functional teams including Operations, Customer Support, ACM/Account teams, Product, Technology, and vendor partners to improve service delivery.
• Participate in process improvement initiatives, team reviews, audits, and training sessions to improve operational efficiency, customer experience, and service quality.