Lead PCM

4 days ago

Mumbai Mumbai Suburban Navi Mumbai, India Dr Batras Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

As the Lead PCM, you will be the custodian of patient care standards, clinic operations, and team excellence within your assigned city or regional cluster of clinics. This role requires a hands-on leader who can mentor Patient Care Managers (PCMs), ensure seamless clinic functionality, champion patient experience, and maintain brand etiquette across locations. Acting as the bridge between clinic teams and higher leadership, you will uphold discipline, professionalism, and patient-first service while driving operational efficiency and business outcomes at the local level.

Key Responsibilities

Training & Development

  • Support on-boarding and continuous training of PCMs within your City / Region.
  • Reinforce patient interaction protocols, grooming standards, and front-desk etiquette.
  • Mentor PCMs to align with company policies and patient care benchmarks.

Clinic Operations Oversight

  • Monitor day-to-day functioning of assigned clinics.
  • Ensure hygiene, clinic upkeep, and compliance with SOPs.
  • Coordinate with clinic staff to resolve operational issues swiftly.

Patient Experience & Relationship Management

  • Oversee counselling, query handling, and grievance management.
  • Implement patient feedback mechanisms to track and improve satisfaction levels.
  • Ensure every clinic delivers consistent, high-quality patient care.

Team Management & Leadership

  • Supervise PCMs across assigned clinics, monitor performance, and identify development needs.
  • Guide PCMs in managing PSEs and Therapists.
  • Instill discipline, ownership, and professional conduct across teams.

Business Operations & Revenue Support

  • Track clinic-level revenue performance and highlight variances.
  • Provide inputs to improve clinic productivity and patient conversion rates.
  • Collaborate with the National Service Head to align with targets.

Preferred candidate profile

  • Strong Communication Skills (English verbal & written)
  • Leadership & Team Mentoring
  • Patient-Centric & Service-Excellence Mindset
  • Professional Grooming & Presentation
  • Assertive, Solution-Oriented & Calm Under Pressure
  • Operational Discipline & Multi-tasking Ability
  • Analytical Thinking for Clinic-Level Business Tracking

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