Mô tả Công việc
ABOUT DIAG
DIAG is a leading medical laboratory system in Vietnam with over 20 years of experience in diagnostics and medical testing. We offer a wide range of testing services – from basic to advanced – to help individuals detect health issues early, proactively monitor their well-being, and make informed medical decisions.
With modern laboratories certified to ISO 15189 standards, cutting-edge automation technology, a highly experienced team of professionals, and a network of over 30 branches across Ho Chi Minh City and other provinces, DIAG delivers convenient, fast, and reliable testing experiences. In addition, our home sample collection service allows customers to easily access high-quality healthcare anytime, anywhere.
We are gradually building a smart healthcare ecosystem aimed at enhancing the quality of life and promoting proactive health management for the Vietnamese community.
Scope & General Purpose of the Job:
Responsible for managing and optimizing operations across multiple Patient Service Centers (PSCs) within an assigned region. This role focuses on ensuring service excellence, operational efficiency, and compliance while driving revenue growth across all customer segments. A key focus will be on enhancing sales performance, especially maximizing Average Order Value (AOV) and increasing revenue from walk-in customers through effective sales strategies and frontline team development.
Key Responsibilities:
1. Operations & Revenue Management
- Supervise the day-to-day operations of assigned PSCs, ensuring efficiency, customer satisfaction, and compliance.
- Set up new PSCs in alignment with business expansion plans and market needs.
- Implement operational best practices and process improvements to enhance service quality and efficiency.
- Ensure compliance with DIAG’s internal SOPs and relevant healthcare regulations.
- Actively manage and monitor AOV and total sales performance from all customer segments, with a strong focus on walk-in customer sales growth.
- Collaborate with the business development and marketing teams to implement local promotional campaigns and upselling initiatives.
2. Performance Monitoring & Compliance
- Track, analyze, and report on key operational and financial KPIs, including PSC revenue from all segments, walk-in customer traffic, and sales per transaction.
- Monitor PSCs’ inventory levels, facility issues, and consumables usage to ensure cost-efficiency and uninterrupted service.
- Conduct operational audits and implement corrective actions for any compliance or performance issues.
- Prepare and submit regular performance reports, with insights and action plans for revenue growth and service improvement.
3. Staff Management & Sales Enablement
- Lead and inspire PSC teams to deliver high levels of performance and customer satisfaction.
- Conduct staff training on both service and sales techniques, with a focus on customer engagement, upselling, and service recovery.
- Support recruitment and onboarding of new team members while ensuring continuous training and skill enhancement.
- Manage staff scheduling for optimal coverage and productivity.
- Conduct performance evaluations and coaching, emphasizing sales performance and contribution to PSC revenue targets.
4. Customer Service & Sales Excellence
- Uphold a strong culture of customer service excellence, professionalism, and empathy in all PSCs.
- Equip staff with the skills to clearly communicate medical services and promote value-added testing options to increase AOV.
- Monitor and address customer complaints promptly, especially those related to service, test result delivery, and staff communication.
- Work closely with medical teams to resolve patient concerns and escalate issues as needed.
- Foster a service culture focused on building trust, increasing customer retention, and encouraging repeat business.
Key Focus Areas:
- Maximize AOV across all PSCs.
- Drive sales growth, especially from walk-in customer traffic.
- Strengthen staff sales capabilities and customer engagement.
- Ensure operational excellence and regulatory compliance.
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