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.