Head – Outpatient Clinical Operations & Patient Experience

Apollo Hospitals Enterprises Limited

Website: apollohostipals.com
Job details:

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, 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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