Job Title : Operations Executive Level: TBC

Department : Operations Location: Dhaka

Reporting To : Project Manager & Executive Manager, Office of the CEO
Dotted Reporting: Chief Operating Officer
Organization Description

Praava is a network of Family Health Centers where patients come first. We are building a better patient
experience enabled by technology. We offer consultations with family doctors and a full range of diagnostics
services including lab and imaging.

Job Description:
Job Context: Job Purpose:

Key Relationships: The Operations Executive is responsible for the

Senior Medical Director patient/family experience and committed to the
Medical Director care and improvement of human life. The
Business Innovations Director incumbent observes the patient experience
IT Director environment as well as the behavior of care
Duty Manager givers.
HR Director Provides direct feedback to the Chief Operating
Call Center Agents Officer regarding implementation of process
changes to achieve and sustain patient
experience best practices.
Identifies challenges to change; addresses
issues appropriately to facilitate and sustain
improved patient satisfaction outcomes.
 Key Responsibility Areas:
Assists in designing, developing, and implementing programs which create a positive patient experience
and promote service excellence.
Supports in developing appropriate tools to measure performance, assess accomplishments, evaluate
operations and make recommendations based on findings.
Use computer applications or other automated systems such as spreadsheets, word processing, calendar,
and e-mail and database software in performing work assignments.
Contributes in patient experience improvement initiatives in collaboration with the other concerned
teams.
Responsible for editing, updating, and suggesting improvements to customer service processes and
protocols.
Monitors the companys patient satisfaction ratings in terms of quality & safety measures and degree of
care givers job involvement in shop floor.
Collaborates in determining benchmark and target performance goals and identify opportunities for
improvement in patient satisfaction and experience in the outpatient and clinical practice settings
(CSAT).

Praava Operations Executive Job Description 1 December 28, 2016

Ensures needed data is collected on a timely basis, regular reports on progress are distributed, and makes
recommendations for future improvements.
Facilitates collaboration and cooperation among various departments and service areas of the company.
Makes use of IT to better enhance productivity, efficiency and customer experience.

Development Opportunities:
Opportunity of international exposure with Praava's investors, consultants and other international
partners.
Gain further knowledge by participating in educational opportunities, reading professional publications,
maintaining personal networks, and participating in professional organizations.
Opportunity to take ownership for tasks and new challenges and hone professionals skills to add value to
job accomplishments, as well as on a personal level.

Person Specification
Qualifications: Experience:
Bachelors in Business Administration or any 0-3 years working experience in healthcare or
other related field customer service operations.
Masters in Public Health will be an added
advantage.
 Technical Skills/Knowledge: Behavioral Competencies:
Time management skills with the capability of
Business/Commercial Knowledge simultaneously working with employees,
Statistical metrics, analysis and understanding customers and management, often spinning
Data analysis, trending and use in performance multiple plates at once.
improvement initiatives Behavioral skills to be able to solve problems
that may come up during a typical work day,
Interpersonal Skills including analyzing data and making decisions
Problem solving ability that affect the project on a regular basis.
Decision making skills Flexibility in job responsibility.
Ability to negotiate Ability to work effectively with a wide range of
Assertiveness constituencies in a diverse community.
Solid organizational skills including attention to
IT Skills detail.
Proficient in computer applications such as Data-driven approach to work.
spreadsheets, word processing, e-mail and Reliable, patient and professional.
database software.

Other:
Embodies corporate values: Integrity, Teamwork, Respect, Professionalism.
Shares Founders vision for a healthcare brand based on the pillars of Trust, Quality, Reliability, and
Affordability.
Might require to complete tasks outside working hours to the extent necessary to carry out his/her duties.

Note: Praava Health is an equal opportunity employer and all qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual
orientation or any other characteristic protected by law.
Praava Operations Executive Job Description 2 December 28, 2016