Regional Clinical Operations Manager

1 day ago

Chennai, India Apollo Hospitals Enterprises Limited Full time

To establish a unified, efficient, and patient-friendly outpatient and ambulatory care network across all Apollo Chennai units — integrating OP Operations, Patient Experience, and Conversion Management with strong digital enablement.Key Responsibilities Out-Patient Operations (OP Ops)P&L responsibility of OP centresStandardize OPD registration, billing, consultation, diagnostics, and pharmacy workflows.Ensure optimal utilization of doctor slots and minimize patient waiting time.Coordinate specialty-clinic schedules regionally to balance consultant coverage.Facilitate onboarding of new cliniciansPatient ExperienceMonitor and enhance all aspects of the OP experience — ambience, courtesy, and service consistency.Track OP NPS and ensure timely complaint resolution and feedback closure.Implement the Apollo Signature Experience across all outpatient and day-care areas.Business Process & Conversion Management (Growth & Retention)Track and improve key conversion ratios: ▫ Consultation → Admission ▫ Diagnostics → Treatment / Follow-up ▫ Digital Lead → AppointmentCollaborate with Marketing and Business Development teams to analyze patient data and improve lead-to-visit conversion rates.Drive new initiatives to strengthen patient engagement and outpatient productivity.Digital TransformationDrive 100% EMR adoption across all OPD areas.Strengthen MyApollo, WhatsApp, and kiosk-based appointment systems.Introduce real-time dashboards for patient flow, waiting time, and feedback analytics.1066 & Emergency CoordinationStreamline coordination between the Regional 1066 Command Centre, emergency departments, and OPD/day-care units.Ensure timely triage, communication, and inter-hospital referral management.Training & EngagementConduct training for front-office, nursing, and support teams on empathy, communication, and digital processes.Recognize and reward high-performing teams for service excellence and patient satisfaction.

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