Patient Experience & Growth Lead (Operations) | Gut Clinic (Delhi)2070Health • Delhi, DL, IN

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Patient Experience & Growth Lead (Operations) | Gut Clinic (Delhi)

2070Health • Delhi, DL, IN

30+ days ago

Job description

This is not a role with 2070 Health* ABOUT GUT CLINIC : Gut Clinic is building India’s first and largest network of specialist-led, full-stack outpatient GI clinics. The Patient Experience & Growth Lead at Gut Clinic is the senior-most non-clinical person on the ground — responsible for building a team that takes pride in its work, delivering a consistently outstanding patient experience, and driving the growth of the centre month on month. ROLE DETAILS : Location - Gut Clinic – Shrestha Vihar (On-Site, Full-Time) Working Hours - 9 : 00 AM – 6 : 00 PM, Monday to Saturday Reporting To - Founder’s Office KEY RESPONSIBILITIES : 1. People Leadership Your most important job is to build a team that is motivated, aligned, and proud of where they work. Culture is built from the ground up, and this role is where it starts. - Lead all clinic staff — clinical team, front desk, call centre, and marketing — with a focus on fostering team spirit, camaraderie, and a shared sense of purpose - Make people feel empowered in their roles : set clear expectations, give regular feedback, and create an environment where the team feels trusted and supported - Track attendance, punctuality, and adherence to schedules; address issues directly but constructively - Coordinate with doctors on scheduling, patient load, and clinical support needs, ensuring the clinical and non-clinical team operate as one unit - Use performance data to identify who is thriving, who needs support, and flag recommendations to the Founder’s Office 2. Patient Experience Owner We are in the business of care — and every touchpoint a patient has with Gut Clinic should feel like a five-star experience. This means going beyond process compliance to genuinely serving patients. - Own the end-to-end patient experience at Shrestha Vihar — from the moment a patient walks in to the moment they leave, every interaction should reflect warmth, efficiency, and clinical trust - Ensure SOPs are followed across all functions, and course-correct in real time when they are not - Handle patient escalations and complaints promptly and with empathy, turning difficult moments into demonstrations of care - Actively guide satisfied patients to leave Google reviews as a natural part of the post-visit experience - Continuously look for ways to raise the bar — on wait times, communication, cleanliness, and the overall feel of the clinic 3. Lead Management & Growth This is a growth role as much as it is an operations role. You will be expected to actively contribute to expanding the clinic’s reach and reputation in the Shrestha Vihar catchment area. - Own referral relationship management — maintain regular, warm contact with referring doctors and ensure referral pipelines stay active and growing - Identify new referral opportunities : clinics, pharmacies, specialists, and community touchpoints that can drive patient volumes - Ensure call centre staff follow up diligently with patients post-inquiry and post-visit; track conversion rates and act on drop-offs - Monitor key clinic metrics — footfall, lead conversion, no-show rates, and revenue — and use this data to drive decisions and surface insights to the Founder’s Office - Contribute ideas and energy to local marketing initiatives, community outreach, and anything else that puts Gut Clinic on the map in the neighbourhood 4. Clinic Operations & Day-to-Day Execution - Take end-to-end ownership of clinic operations — there is no task too small or too large in this role - Firefight and resolve day-to-day issues quickly, without waiting for direction - Proactively identify gaps in processes, patient experience, or staff performance and propose solutions - Contribute to the overall growth of the centre with an ownership mindset Requirements - 4-6 years of experience in healthcare operations, clinic management, or a fast-paced service environment; experience in hospitality is a strong plus - Demonstrated experience leading and managing teams — you know how to get the best out of people and build a culture of accountability without micromanaging - High ownership and low ego — willing to do whatever it takes to keep the clinic running well and growing - Excellent communication in Hindi and English; professional, warm, and composed in patient-facing situations - Comfortable with data — able to read a dashboard, spot a trend, and act on it without being asked

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Patient Experience & Growth Lead (Operations) | Gut Clinic (Delhi) • Delhi, DL, IN

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