Head – Outpatient Clinical Operations & Patient

Position: Head – Outpatient Clinical Operations & Patient Experience
Objective:
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.

Industry focus:  Airlines/Hotels/ Quick Commerce and Hospitals experience in Service Excellence & P&L

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, Whats App, 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.