True Blue HR Consultants
Website:
truebluehrconsultants.in
Job details:
Designation – Regional Manager- Clinics
Location: Delhi & Mumbai
Experience: 5 to 10 Years
Budget: 15 LPA
About the Role
Take complete ownership of the growth and performance of clinics under the assigned region.
Responsibilities
- Drive clinic targets on a month-on-month basis and ensure consistent achievement of revenue, patient base, conversion, and other defined KPIs.
- Analyze clinic-wise performance and identify gaps, opportunities, and corrective actions.
- Develop and execute strategies to improve patient footfall, conversions, repeat visits, and overall clinic productivity.
- Monitor clinic performance against monthly targets and conduct regular performance reviews with clinic teams.
- Identify underperforming clinics and create structured improvement plans.
- Ensure smooth day-to-day operations across all assigned clinics.
- Act as the first point of escalation for operational challenges faced by clinic teams.
- Coordinate with relevant internal/central teams to resolve operational issues within defined timelines.
- Ensure adherence to company processes, SOPs, service standards, and operational guidelines.
- Identify recurring operational issues and implement preventive measures rather than only resolving issues on a case-to-case basis.
- Manage and guide the teams working at assigned clinics, including front desk and other clinic support staff.
- Set clear expectations and ensure accountability for individual and clinic-level performance.
- Conduct regular reviews with clinic teams and provide feedback, coaching, and performance guidance.
- Identify manpower or capability gaps and coordinate with the concerned teams for resolution.
- Build a culture of ownership, discipline, patient-centricity, and target orientation across clinics.
- Take ownership of the complete patient journey across assigned clinics.
- Ensure that every patient receives a smooth and consistent experience from the initial enquiry/appointment through consultation, treatment, billing, and follow-up.
- Track patient movement and identify drop-offs at different stages of the journey.
- Ensure timely follow-up of patients by the respective clinic teams.
- Monitor patient feedback and complaints and ensure timely resolution.
- Work towards improving patient retention, repeat visits, and overall patient satisfaction.
- Monitor the quality and consistency of patient follow-up calls being conducted by clinic teams.
- Ensure that pending leads, enquiries, missed appointments, and eligible follow-up patients are systematically tracked.
- Review follow-up performance and conversion metrics clinic-wise.
- Identify gaps in follow-up processes and train teams accordingly.
- Ensure that no meaningful patient opportunity is lost due to lack of timely or appropriate follow-up.
- Conduct regular training and on-the-job coaching for front desk staff.
- Train teams on patient handling, communication, appointment management, follow-ups, counselling coordination, escalation handling, and service standards.
- Ensure front desk teams understand clinic targets and their role in contributing to overall business performance.
- Evaluate team performance and identify areas requiring additional training or intervention.
- Monitor stock availability and inventory management across assigned clinics.
- Ensure adequate availability of required consumables, supplements, and other clinic-related inventory.
- Track stock consumption, movement, replenishment, and wastage.
- Coordinate with the central/supply team to prevent stock-outs and ensure timely replenishment.
- Ensure proper stock records and adherence to inventory processes.
- Coordinate closely with the central marketing, business, and other relevant teams to drive patient footfall into assigned clinics.
- Share clinic-level requirements, market insights, and performance feedback with the central team.
- Track the effectiveness of footfall-generation initiatives and identify opportunities for improvement.
- Ensure clinics are adequately prepared to handle the patient volumes generated through central initiatives.
- Explore and develop new business opportunities and local tie-ups for assigned clinics.
- Identify potential referral channels, local partnerships, institutions, corporates, communities, and other relevant sources of patient acquisition.
- Develop and maintain relationships with doctors and other healthcare professionals for referral opportunities, wherever appropriate.
- Identify local market opportunities that can contribute to clinic footfall and growth.
- Work with the central team to evaluate and execute promising tie-ups.
- Maintain regular visibility on clinic-wise performance, including:
- Revenue/target achievement
- Patient footfall
- Conversion performance
- Follow-up performance
- Repeat patients
- Operational issues
- Stock status
- Team performance
- Patient feedback
- Provide regular updates and actionable insights to senior management.
- Use data and performance trends to identify opportunities and take corrective action.
Qualifications
- 5–10 years of experience in clinic operations, healthcare, wellness, hospitals, diagnostics, retail healthcare, or a similar multi-location service business.
- Experience managing multiple locations/clinics will be strongly preferred.
- Proven experience in achieving business/clinic targets and managing frontline teams.
Required Skills
- Strong business and growth orientation
- Excellent people management and leadership skills
- Strong operational and problem-solving abilities
- Patient/customer-centric approach
- Good communication and interpersonal skills
- Ability to analyse performance data and take corrective action
- Strong follow-up and execution discipline
- Ability to coordinate effectively with central and clinic-level teams
- Relationship-building and local business development skills
- Comfortable with extensive travel
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