Regional Clinical Operations Manager - OP
Apollo Hospitals Enterprises LimitedDelhi, India16 hours ago
Job descriptionMonitor 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. 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. 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. Streamline coordination between the Regional 1066 Command Centre, emergency departments, and OPD / day-care units. Ensure timely triage, communication, and inter-hospital referral management. 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.
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
Business Process & Conversion Management (Growth & Retention)
Digital Transformation
1066 & Emergency Coordination
Training & Engagement
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Operation Manager • Delhi, India
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