Clinical Operations
2 weeks ago
The responsibilities include developing and managing the framework for Clinical process, service quality and customer experience for all service lines under Surgery care & Dental.This role will ensure end to end process streamlining and enhancements via QA and QC measures across functions to ensure best quality of care, customer experience, business growth and scalability. This role is critical in ensuring the highest standards of patient care through clinical audits, prescription validation, call monitoring, and effective coordination with various healthcare stakeholders (Ops, Customer support, Inside Sales, Product & Tech, Marketing, Sales & AM, Finance) to improve the entire customer experience and drive process improvements.
Key Roles & Responsibilities:
- Ensuring all the Clinical calls are happening as per the SOP
- Conduct regular audits of clinical calls to ensure adherence to medical protocols and guidelines.
- Identify areas for improvement and provide structured feedback for quality enhancement.
- All concerns were addressed through timely follow-ups with the network, CST, Insurance MB, hospital SPOCs, medical teams, ICU doctors, and senior surgeons.
- Develop and implement Standard Operating Procedures (SOPs) for handling missed inbound calls.
- Leverage prescription verification insights to improve the Surgery suggested funnel and better conversion
- Monitor and contribute to reducing the number of missed calls by the team.
- Lead, manage and monitor the entire CSAT framework to ensure CSAT, DSAT and NPS process flow
Explore and introduce channels and mechanisms to capture customer feedback and surveys to increase the response rate and CSAT coverage
Ensure identification of the process gaps and timely CAPA to enable continuous process improvement
Identify the need for Quality improvement projects (QIP) as a part of RCA analysis to ensure continuous service quality improvement
Lead,manage and monitor daily ticket flow, closure and zero pendency for surgery care and dental tickets on freshdesk
- Identify the complaint trends, common issue patterns and areas of improvement across all stages and overall processes
Skills & Requirements:
- Must have 7-8 years of experience, including expertise in Clinical and QA (hospital-related) processes, as well as Customer Experience in the healthcare sector.
- Experience in audits (Clinical/Non Clinical), prescription validation, and healthcare coordination is preferred.
- Strong communication, problem-solving, and team management skills
- Ability to work in a fast-paced environment and coordinate with multiple stakeholders.
- Knowledge of medical documentation and compliance standards
- Good analytical skills - working with large, complex datasets and deriving insights and identifying gaps and areas of improvement
- Ability to take constructive criticism and take corrective action - being open to feedback and closing the feedback loop
- Tool requirements - Advanced proficiency in Excel, Powerpoint, basic knowledge of additional analytical, Quality and CRM tools
-
Senior Manager, Operations
2 weeks ago
Indore, Madhya Pradesh, India Avb Care Management Pvt Ltd Full timeWe're Hiring for Senior Manager – Operations (Medical Outsourcing)Experience: 4-6 years | Location: On-site / Office (Indore, Jabalpur, Sagar, Chhindwara, and Shahdol)About Us:AVB Care Management Pvt Ltd delivers comprehensive operational outsourcing for medical departments throughout India—with a commitment to compliance, efficiency, and exceptional...
-
Customer Relationship Manager
3 days ago
Indore, Madhya Pradesh, India ICICI Lombard Full time ₹ 20,00,000 - ₹ 25,00,000 per yearJob Summary:We are seeking a qualified and experienced medical professional with a strong background in health insurance claim settlement and customer service. The ideal candidate will leverage their clinical knowledge to evaluate and process health insurance claims efficiently while ensuring a high level of customer satisfaction. This hybrid role bridges...
-
Business Analyst – Healthcare Domain
2 weeks ago
Indore, Madhya Pradesh, India Infobyd software solution pvt ltd Full time ₹ 6,00,000 - ₹ 9,00,000 per yearKey ResponsibilitiesCollaborate with business and technical stakeholders to gather, analyze, and document healthcare domain requirements.Analyze clinical, operational, and claims data to support reporting, dashboards, and BI initiatives.Create comprehensive Business Requirement Documents (BRDs), Functional Specifications, and Data Mapping Documents.Partner...
-
Indore, Madhya Pradesh, India Excelya Full time ₹ 12,00,000 - ₹ 36,00,000 per yearAbout the JobJoin Excelya, where Audacity, Care, and Energy define who we are and how we work. We believe in creating bold solutions and fostering an inclusive environment where collaboration and individual growth go hand in hand.This role is an exciting opportunity to contribute to a dynamic, ambitious team in Medical Writing department. You will play a...
-
Indore, Madhya Pradesh, India Excelya Full time ₹ 12,00,000 - ₹ 36,00,000 per yearAbout the JobJoin Excelya, where Audacity, Care, and Energy define who we are and how we work. We believe in creating bold solutions and fostering an inclusive environment where collaboration and individual growth go hand in hand.This role is an exciting opportunity to contribute to a dynamic, ambitious team in Medical Writing department. You will play a...
-
Indore, Madhya Pradesh, India Excelya Full time ₹ 12,00,000 - ₹ 24,00,000 per yearAbout the JobJoin Excelya, where Audacity, Care, and Energy define who we are and how we work. We believe in creating bold solutions and fostering an inclusive environment where collaboration and individual growth go hand in hand.This role is an exciting opportunity to contribute to a dynamic, ambitious team in Medical Writing department. You will play a...
-
Indore, Madhya Pradesh, India EXCELYA Full time ₹ 12,00,000 - ₹ 36,00,000 per yearOn-siteOperations, Medical AffairsFull timeIndore, Madhya Pradesh, IndiaOVERVIEWDescriptionAbout the JobJoin Excelya, where Audacity, Care, and Energy define who we are and how we work. We believe in creating bold solutions and fostering an inclusive environment where collaboration and individual growth go hand in hand.This role is an exciting opportunity to...
-
External Periodontist
1 day ago
Indore, Madhya Pradesh, India ABITA INNOVATIONS PRIVATE LIMITED Full time ₹ 9,60,000 - ₹ 19,20,000 per yearJob OverviewWe are seeking a dedicated and highly skilled External Periodontist to join our dynamic dental team. In this vital role, you will provide specialized periodontal care to patients, focusing on the prevention, diagnosis, and treatment of gum-related diseases. Your expertise will help improve patients' oral health and overall well-being while...
-
Sales Executive
3 days ago
Indore, Madhya Pradesh, India NOVOMED Full time ₹ 40,00,000 - ₹ 1,20,00,000 per yearSALES EXECUTIVEJob Summary: We are seeking a driven and experienced Sales Executive to join our medical device company. As a Sales Executive, you will be responsible for maximizing sales of our designated product range, expanding market presence, and cultivating new customer relationships. Your role will involve active participation in case planning and...
-
Dialysis Technician
2 weeks ago
Indore, Madhya Pradesh, India APPLE HOSPITAL, INDORE Full time ₹ 3,00,000 - ₹ 4,50,000 per yearJob Title: Dialysis TechnicianLocation: Apple Hospital, IndoreDepartment: Nephrology / Dialysis UnitReports To: Dialysis Unit In-Charge / NephrologistJob Summary:The Dialysis Technician is responsible for performing dialysis procedures on patients with renal failure under the supervision of a nephrologist or senior medical staff. This role ensures patient...
