ZEISS - Clinical Specialist Lead

This is a remote position.

Role Type: Full-Time | Weekly Rotational Shifts

The Clinical Specialist Lead will be responsible for building a scalable, resilient, and high-performance round-the-clock clinical operations model across 24 clinics.

This role focuses on designing structured shift operations, strengthening service quality, improving lead conversion outcomes, and ensuring operational continuity across all time bands (morning, mid, and night).

The individual will drive process standardization, accountability frameworks, hiring structures, and productivity improvement mechanisms to enhance patient experience, OD performance, and overall clinic support efficiency.

The role requires strong operational leadership, systems thinking, and the ability to build an ownership culture within a distributed 24×7 team environment.

Key Responsibilities:

1. Build a Scalable 24-Clinic Support Structure:
   
   Implement a structured shift-based operating model to ensure balanced workload and seamless round-the-clock coverage.
   
   Design and enforce structured break scheduling across all shifts to ensure uninterrupted clinic support.
   
   Develop standardized one-page clinic fact sheets to improve response accuracy and consistency.
   
   Review and update chat SOPs monthly, including structured scripts, red flags, and low-conversion enquiry handling frameworks.
   
   Maintain more than 95% SOP adherence across all clinical chat interactions.
   
   
2. Improve OD Productivity, Stability, and Operational Continuity:
   
   Implement support mechanisms (including internet reimbursement) to improve OD stability and retention.
   
   Establish a night-shift emergency escalation matrix with defined ownership and response timelines.
   
   Define and document a structured backup workflow during platform (Hampi) downtime.
   
   Create contingency frameworks to manage OD unavailability due to emergencies.
   
   
3. Strengthen Hiring, Allocation, and Continuity Planning:
   
   Design a structured hiring and performance framework including KPIs, probation guidelines, and performance correction mechanisms.
   
   Allocate shifts based on assessment outcomes and behavioral fit to optimize productivity and team balance.
   
   Train and appoint at least one backup lead to ensure operational and leadership continuity.
   
   
4. Strengthen Lead Conversion and Follow-Up Discipline:
   
   Improve chat-to-lead conversion rate by +3 percentage points per quarter through structured follow-ups and SOP enhancement.
   
   Track performance dashboards to monitor conversion, response time, and quality metrics.
   
   Identify patterns in low-conversion enquiries and implement corrective action plans.
   
   
5. Build Ownership and Accountability Culture:
   
   Introduce a rotational “OD of the Week” ownership model to encourage proactive leadership and accountability.
   
   Enable at least 80% issue resolution without direct OD Lead intervention by building team autonomy.
   
   Foster a high-performance, outcome-oriented, and collaborative team culture.
   

Requirements

Qualification: