Duty Lead – OD Clinical Operations

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.  
  

Required Qualifications