Head - Operations Command Center (OCC)

Over the past 15 years, Medanta has created an unrivalled impact in delivering world class multi-specialty care for patients in India. We have hospitals in Gurgaon, Lucknow, Patna, Indore and Ranchi. In addition, we have clinics in Defence Colony (South Delhi), Cybercity & Subhash Chowk (Gurgaon), and at the Delhi Airport.

Medanta is constantly growing and has also ventured in Retail vertical through Diagnostics (Laboratory Services) and Pharmacies. We also have also launched homecare services. We further plan to scale up existing facilities and expand into a few more geographical areas and also identify new avenues (Academics - Medical College) within the Healthcare eco-system.

As we continue to scale and grow into new geographies, explore innovative methods of healthcare delivery, we are looking to hire exceptional talent to help us achieve our vision and grow in the process to achieve their professional aspiration. The Head of OCC will lead the strategic and day-to-day operations of Medanta's centralized Operations Command Center, integrating real-time hospital workflow management with a next-generation call center powered by AI, automation, and dynamic patient support systems. This role bridges technology, clinical operations, and patient services, ensuring high standards of responsiveness, coordination, and care delivery.

Key Responsibilities:Managing Command Center OperationsRole involves overseeing day-to-day operations, creating & implementing Standard Operating Procedures (SOPs). Fostering the integration of voice-assisted systems, AI-based chatbots, and intelligent routing technologies to drive consistency, quality, and scalability and enhance overall call centre performance. Supervise end-to-end real-time operations including bed occupancy, patient flow, turnaround times, discharges, emergency response, and resource utilization.

Build and maintain a robust Knowledge Bank that includes accurate, up-to-date information on hospital services, policies, medical procedures, billing inquiries, and common patient concerns

Collaborate with clinical teams, nursing, and administrative functions to ensure seamless coordination and escalation protocols.Implement continuous training programs for agents, ensuring they are proficient in using advanced technologies, such as AI chatbots, voice assistants, and new CRM platforms integrated into the call center environment

Lead the deployment of modern CRM platforms and ensure smooth interoperability with hospital information systems. Knowledge Management & TrainingDevelop and manage a comprehensive Knowledge Bank covering hospital services, policies, clinical procedures, billing FAQs, and common patient concerns. Implement ongoing training programs for OCC agents, focused on proficiency in emerging technologies, service standards, and issue resolution protocols.

Appointment & Slot ManagementCollaborate with departments and clinical teams to optimize real-time appointment availability, dynamically managing open slots due to cancellations, rescheduling, or emergency adjustments. Ensure systems are continuously updated with live data from OPD, diagnostics, surgical, and consultation schedules. Cross-Functional CollaborationAct as the central coordination hub between the call center and departments such as Radiology, Pharmacy, OPD, and Laboratory, ensuring accurate and timely patient communication.

Drive responsiveness and accuracy in patient guidance and service availability across all touchpoints. Key Skills & Competencies:Proven leadership high-volume call centers preferably in hospital operations

Strong understanding of healthcare workflows and patient journey mapping.Hands-on experience with AI tools, CRM platforms, and telephony automation.Data-driven decision-making using dashboards and performance KPIs (TAT, NPS, FCR, occupancy).Strong interpersonal and cross-functional coordination skills.Exposure to healthcare compliance, patient confidentiality, and quality standards.Strong customer focus and proven ability to collaborate across multiple partners effectively

Qualifications:Master's degree (MBA/PGDM) in Operations, General Management is preferred.Minimum 10 years of experience in managing call center operations, shared service centers, or customer experience environments including 4-6 years in a senior management capacity with exposure to technology-enabled environments.Location: GurgaonWork Days: 6 Days a week from office.