Role Clarity | Branch Executive (Common Role)

Department: Customer Success (Operations)

Reporting To: Branch Manager

Role Definition

The Branch Executive is responsible for end-to-end front desk operations and professional phlebotomy services at the sample collection center and during home collections. The role demands multitasking across patient registration, billing, LIMS entry, sample collection, labeling, packaging, inventory control, and logistics coordination while ensuring patient satisfaction, safety, and compliance with operational protocols.

Role Deliverables

Accurate patient registration, billing, and LIMS tagging

Safe and error-free blood and sample collection (Center + Home)

Seamless sample packaging and timely dispatch to lab/logistics

High patient satisfaction and professional communication

Full adherence to infection control, hygiene, and biomedical waste protocols

Inventory readiness and material availability for daily operations

Tasks and Activities

Branch Operations & Daily Readiness

Switch on UPS, barcode printer, computer, and login to LIMS system. Verify internet connection and functionality of Home Collection App (if applicable).

Ensure cleanliness of: Reception area, phlebotomy chair, tray, toilet, and High-touch surfaces (mouse, counter, pen, etc.)

Perform inventory readiness check using Daily Inventory Checklist: Vacutainers, Syringes, needles, gloves, barcode sheets, cotton, alcohol swabs, Paper rolls, consent forms, envelopes, etc.

Attend daily huddle with Branch Manager for target updates, route planning, or issue review.

Registration & Front Office Operations

Greet patients and confirm if appointment or walk-in

Collect patient details: name, gender, age, contact, address, ID proof.

Understand test requirement from prescription or verbal inputs. Suggest appropriate test/package options and explain pricing, fasting requirements

Collect patient details including name, age, gender, contact number, address, referring doctor’s name (if any), and ID proof. Register patient in LIMS with correct tagging (Self, Doctor, Corporate). Cross-verify the entered information with patient confirmation.

Apply Loyalty cards (if applicable) or correct discounts as approved by the Branch Manager. Collect payment through allowed modes; print and issue invoice.

Generate barcodes and print requisition forms. Reconcile end-of-day collections with LIMS records

Ask for feedback via App or message link for rating after sample collection.

Phlebotomy & Sample Collection

Sanitize collection area and prepare tray with necessary consumables. Use only valid and unexpired vacutainers and accessories.

Wear PPE (gloves, mask) and sanitize hands.

Call patient by name and verify using ID check. Confirm fasting status and explain collection procedure.

Apply tourniquet, clean site, and collect sample as per test order. Use correct order of draw and volume standards

Label sample immediately using barcode. Confirm with LIMS and requisition before releasing patient

Provide gauze and aftercare instructions.

Patient Handling & Safety

Explain procedure, ensure verbal comfort before drawing the sample. Handle anxious, pediatric, geriatric, and special-needs patients with extra care.

Resolve real-time issues like incorrect test entry, duplicate registration, or long wait with urgency and courtesy.

Understand the patient grievance, offer appropriate solutions or timelines, and ensure the escalation is shared with the Branch Manager.

Ensure patient comfort and prevent vasovagal reactions (e.g., fainting).

Dispose of sharps (needles, vacutainers) and biohazard waste as per protocol.

Maintain proper color-coded bin usage and daily sanitization log.

Clean phlebotomy area after each collection. Record cleaning/sanitization logs in housekeeping register

Escalate accidental exposure, needle stick injury, or spillage to Branch Manager. Follow PPE guidelines and branch hygiene SOPs diligently.

Inventory Monitoring

Conduct a morning inventory readiness check using the daily inventory checklist. Ensure materials are well-stocked for walk-ins, appointments, and home collections scheduled for the day.

Follow FIFO (First-In, First-Out) method for all consumables to avoid expiry-based wastage.

Before use, always check expiry date and physical condition (damaged seal, discoloration, etc.)

Track consumption and availability of vacutainers, syringes, gloves, alcohol swabs, and disposal kits.

Report near-stockout to Branch Manager for timely replenishment.

Ensure all materials are stored in clean, dry, labeled containers..

Sample Handling & Logistics Coordination

Categorize samples: Routine / Urgent / Cold Chain. Pack samples in leak-proof zip bags and gel packs (for cold chain)

Attach requisition form with each sample batch. Update LIMS with sample collection and batch dispatch status.

Fill dispatch log and handover sheet for logistics pickup. Raise alert to BM if any delay, mismatch, or missing samples.

Doctor & Corporate Support

Track daily footfall with Direct patient and Corporate Parties/ Hospitals.

Coordinate with the logistics team for timely sample pickups from Corporate Parties/Hospitals and SIS centers. Ensure corporate bookings are marked with correct entity name, payment terms, and doctor code in LIMS.

Send sample status updates to referring doctors or coordinators as needed.

Escalate repeat complaints or delays to the Branch Manager.

Report Coordination & Customer Communication

Track sample processing status in LIMS – check for pending reports, re-collection requirements, or Consultant validations.

Follow-up with patients regarding report availability or pending dues (if applicable).

Guide patients on accessing reports via email, WhatsApp, or printed copies if requested.

Handle basic queries on abnormal value indication or rechecking process and escalate technical queries to the Branch Manager.

Maintain physical log of dispatched reports if print copies are given at the center.

Home Collection Support (If Applicable)

Open the Home Collection App at the start of the day and sync all appointments.

Prepare route and sample collection kits in advance. Carry required consumables, ID Card, and consent forms.

Mark “Accepted” for assigned collections and notify Branch Manager in case of routing issues

View patient instructions and test preparation details. Verify fasting status or test-specific preparation before collection with patient.

Call patient 15–30 minutes before reaching the location. Greet professionally, confirm name and ID proof

Collect sample and document address, collection time, and consent. Collect sample and label immediately

Follow cold chain protocol post-collection. Return to branch, scan samples in LIMS, and hand over to in-house logistics

Success Metrics

100% registration and billing accuracy in LIMS.

100% accurate collection on time

Zero complaints on data entry, patient mismatch, delayed reports, pre-analytical errors/ needle-stick injuries or biosafety violations

Customer Satisfaction Index > 4.8

Timely resolution of all report delivery or doctor communication issues.

ASK _ Branch Executive (Common Role)

Skills

Operational Execution & Sample Handling: Ensures seamless branch opening, LIMS entries, and SOP compliance in day-to-day branch functioning.

Customer Experience Management: Delivers smooth and empathetic service to walk-in, referred, and corporate patients; ensures patient comfort, low wait time, and high satisfaction.

Multi-tasking Ability – Handle reception, billing, coordination, sample collection and dispatch support efficiently under time pressure.

Data Accuracy & Attention to Detail – Ensure zero errors in patient registration, sample tagging, sample collection and documentation.

Phlebotomy Technique Proficiency: Perform accurate and painless blood draws using vacutainers (including pediatric, geriatric, and high-risk cases).

Knowledge

Test Menu & Health Packages – Basic knowledge of test inclusions, conditions for preventive packages.

LIMS Workflow– End-to-end knowledge of LIMS for patient entry, tagging, billing, sample tracking, and dispatch.

Discount Policy & Loyalty Schemes – Awareness of applicable discounts, approval conditions, and loyalty cards/ schemes protocols.

Customer Grievance Redressal Flow – Know the escalation matrix and service timelines for addressing patient complaints.

Biosafety, Infection Control & Biomedical Waste SOPs: NABL-standard hand hygiene, PPE donning/doffing, color-coded bin system, and post-incident escalation protocols.

LIMS and Mobile App Workflow: End-to-end knowledge of LIMS for patient entry, billing, sample tracking, Patient search, test tagging, barcode generation, dispatch, and system syncing via app and desktop.

Sample Collection Guidelines & Consent Compliance: Home visit protocols, consent documentation, route management, Differentiation between urgent, routine, and cold chain samples including their packaging and transportation requirements.

Self-Image

Frontline Leader: Views their role as the first impression and ongoing face of Dr. B. Lal Clinical Lab for every walk-in, referred, or home collection patient.

Service Champion: Takes pride in delivering quality healthcare experiences and quick, compassionate resolutions to patient needs and complaints.

Traits

Empathy – Understands the emotional state of patients and treats them with compassion.

Integrity – Adheres strictly to billing rules, cash handling norms, and test prescription protocols.

Reliable & Process-Focused – Never skips steps; follows SOPs regardless of time pressure.

Motives

Desire to Help Others – Driven by making the patient journey easier and stress-free.

Recognition & Trust – Wants appreciation from Manager and patients for handling difficult situations effectively.

Professional Growth – Aspires to grow into Senior or Branch Manager roles through performance and reliability.