Original job description
Role: Consultant
Department: Customer Success (Operations)
Reporting To: Laboratory Director
Role Definition
The Consultant is responsible for ensuring high-quality diagnostic reporting, end-to-end technical supervision, adherence to NABL/ISO standards, and timely clinical correlation with Clinicians. The role involves oversight of pre-analytical to post-analytical processes, technical staff training, equipment calibration validation, and ensuring excellence in turnaround time (TAT), report accuracy, and patient & clinician satisfaction.
Deliverables
Diagnostic Excellence
Regulatory & Quality Compliance
Clinician & Corporate Parties Satisfaction
Team Enablement
Stakeholder Engagement
Responsibilities
Diagnostic Oversight & Reporting
Personally validate and sign out pathological results within defined TAT, ensuring clinical correlation wherever applicable.
Release critical, high-value, high-risk reports with history-backed interpretation.
Ensure reporting of critical values within 30 minutes through Helpdesk coordination and documentation of escalation.
Review repeat testing, delta checks, or Clinician queries before finalizing reports.
Resolve escalated clinician or B2B partner queries related to report delay, interpretation, or values.
Laboratory Operations Management
Monitor daily workflow (sample registration to reporting) to ensure seamless processing without bottlenecks.
Conduct morning huddles with technical team for daily work allocation, sample volume trends, pending TAT cases.
Define shift plans, ensure break management, and redistribute manpower to high-load areas.
Track hourly dashboards to monitor sample inflow, pending batches, machine utilization.
Conduct daily walk-throughs of sample reception, processing, storage, and disposal areas.
Maintain cold chain and monitor temperature logs of refrigerators, centrifuges, and transport boxes.
Coordinate with logistics on delayed samples and prioritize urgent cases for immediate processing.
Optimize TAT and batch processing to reduce costs. Monitor sample rejection or re-run trends and reduce wastage-related expenses.
Keep manpower costs within budgeted limits through efficient shift rotation and overtime control.
Prepare and present weekly Laboratory Operations Performance dashboards on CSAT, sample volume, rejection, TAT, QC, to HO Team.
Quality Management & Compliance
Daily IQC review with Laboratory/ Quality Manager - document, sign, and flag any trend shift.
Review EQAS data, scoring, and discussion of non-conformities with root cause analysis.
Approve monthly QC summary, LJs charts, and logbook updates.
Review and sign off on calibration/maintenance logs for all analyzers.
Ensure reagent logs, expiry management, and kit validation documentation are updated.
Conduct monthly internal audits; verify SOP compliance, sample logs, and result traceability.
Ensure CAPA closure within 7 working days of any non-compliances or deviation.
Ensure SOP version control and display; conduct annual policy review with Central QA team.
Pre-Analytical & Sample Management
Supervise specimen collection quality, labeling accuracy, transport condition, and rejection criteria compliance.
Conduct random audits of sample adequacy and SOP adherence by phlebotomy and accessioning teams.
Ensure timely centrifugation of time-sensitive parameters
Coordinate with logistics and floor teams for timely sample receipt and prioritization of samples.
Conduct monthly training for high-error (Pre Analytical Non Compliances) phlebotomy/branch teams.
Technical Team Training & Development
Conduct structured induction and monthly training programs on SOPs, test parameters, compliances, and QMS updates.
Review competency assessments, technical error trends, and initiate re-training wherever needed.
Lead scientific case discussions and knowledge sessions to upskill team members.
Consumables, Reagents, Instrumentation & Infrastructure Oversight
Review monthly consumption patterns of reagents, kits, and consumables against test volume. Validate monthly indents before purchase approval; avoid overstocking/stockout.
Monitor machine downtime, AMC status, and repair costs; escalate cost overages to Central Team.
Review daily maintenance, calibration logs, and error flags on automated machines
Approve validation protocols for new test methods or equipment introduced in the laboratories.
Ensure zero downtime and contingency planning for analyzers through AMC adherence and backup systems.
Clinical Interface & Doctor Engagement
Address Corporate Parties and clinician queries, including result clarification, discrepancy resolution, and diagnostic suggestions.
Maintain communication with top KOLs & A category customers: key discussions, complaints, follow-ups.
Participate in regional CMEs, RTMs, and case-based learning sessions with the medical community.
Build credibility for DBCL services through scientific communication and evidence-based advice.
Success Metrics
100% accuracy rate in diagnostic tests and reports.
100% timely delivery of diagnostic results within established turnaround times
90% achievement of Quality indicators/ Laboratory Performance Score
Adhere to a budget with no more than 2% variance.
Customer feedback score of 4.8 or higher.
One RTM/ CME per month
ASK _ Consultant
Skills
Diagnostic Judgment: Ability to interpret and correlate complex test results with clinical history for accurate reporting.
Quality System Management: Proficiency in managing NABL/ISO-based QMS, IQC/EQAS, CAPA systems, and documentation.
Team Leadership & Communication: Ability to train, motivate, and coordinate multidisciplinary lab teams across shifts.
Operational Execution: Skilled in streamlining workflows, managing peak loads, ensuring uptime, and enforcing SOPs.
Analytical & Decision-Making: Proficient in analyzing performance data (TAT, QC trends, consumables, manpower), and taking timely, evidence-backed decisions.
Knowledge
Pathology & Test Interpretation: Deep domain knowledge across Biochemistry, Immunology, Hematology, and Microbiology.
NABL/ISO 15189 Standards: Thorough understanding of audit requirements, method validation, and documentation protocols.
Lab Information Systems (LIMS): Hands-on working knowledge of test allocation, result review, delta checks, and TAT tracking.
Instrumentation & Analyzer Management: Knowledge of calibration, AMC, error logs, and method validation for automated platforms.
DBCL Protocols & Business Models: Familiarity with DBCL’s operational structure (COCO, FOFO, SIS), Customer escalation matrix, and workflow SOPs.
Traits
Detail-Oriented: Tracks and verifies every quality and diagnostic metric; leaves no room for assumption.
Accountable: Takes end-to-end ownership for accuracy, compliance, and team performance in lab operations.
Resilient Under Pressure: Maintains calm and focus during audits, escalations, equipment failures, or crisis cases.
Collaborative: Works closely with Branches, Helpdesk, Logistics, Sales, and Clinicians to resolve end-to-end issues.
Ethical & Patient-Centric: Upholds scientific integrity, ensures confidentiality, and prioritizes patient safety always.
Self-Image
Lab Custodian: Sees self as the guardian of clinical accuracy, quality, and compliance in the region.
People Enabler: Takes pride in building a competent, well-trained, and SOP-aligned technical team.
Service Anchor: Believes in enabling fast, reliable, and respected diagnostic service for patients and clinicians.
Motives
Scientific Excellence: Committed to delivering the most accurate diagnosis possible through evidence-based processes.
Customer Trust: Strives to build and retain the confidence of clinicians, hospitals, and corporate clients.
Operational Leadership: Driven to run the lab like a high-efficiency unit with zero compromise on quality or speed.
