Job Description
This is a remote position.
Role:
Duty
Lead
– Clinical Operations
Location:
India (Remote / Hybrid)
Experience:
2–3 Years
Employment Type:
Third-Party Payroll
About ZEISS VisioGen
ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine
cutting-edge
Generative AI with clinical
expertise
to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery.
Role Overview
The Duty Lead is responsible for supporting smooth day-to-day shift operations by monitoring live queues, coordinating Optometrists during the shift, and ensuring operational issues are addressed promptly.
The role acts as the first level of operational support for the clinical team during assigned shifts. The Duty Lead helps maintain service levels, escalates issues when required, and supports quality and workflow adherence.
This is an execution-focused role and does not include direct people management responsibilities.
Key Responsibilities
Shift Operations
Monitor live chat queues and patient workload during assigned shifts.
Ensure Optometrists are available and adhering to shift schedules.
Coordinate chat allocation to maintain service levels.
Identify workflow bottlenecks and escalate operational concerns.
Maintain smooth shift operations with minimal disruption.
Team Coordination
Act as the first point of contact for operational queries during the shift.
Provide process guidance and clarification to team members.
Escalate technical, clinical, or operational issues to the appropriate stakeholders.
Support new team members during daily operations.
Quality Support
Perform basic quality checks on patient conversations.
Identify recurring process or documentation errors.
Share feedback with team members under the guidance of the Clinical Operations Manager.
Promote adherence to SOPs and quality standards.
Operational Monitoring
Track queue volumes, response times, and workload distribution.
Monitor shift attendance and highlight deviations.
Ensure critical issues are escalated promptly.
Support incident documentation when required.
Reporting
Maintain shift logs and operational trackers.
Record operational incidents and escalations.
Share end-of-shift updates with the Clinical Operations Manager.
Ensure documentation is complete and accurate.
Requirements
Required Qualifications