Regional Clinical Operations Manager - OP

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 centres

Standardize 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 clinicians

Patient Experience

Monitor 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 → Appointment

Collaborate 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 Transformation

Drive

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 Coordination

Streamline coordination between the

Regional 1066 Command Centre , emergency departments, and OPD / day-care units.

Ensure timely triage, communication, and inter-hospital referral management.

Training & Engagement

Conduct 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.