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Regional Clinical Operations Manager - OP

Regional Clinical Operations Manager - OP

Apollo Hospitals Enterprises LimitedChennai, Tamil Nadu, India
2 hours ago
Job description

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.
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    Operation Manager • Chennai, Tamil Nadu, India