Website:
mndconsultant.com
Job details:
Job Title: Manager – Patient Lifecycle Management (PDC LCM) Location: Mumbai (HQ) Experience: 5–8 years
Role Overview: We are looking for an operational leader to head our patient engagement contact center. You will be responsible for driving team performance, ensuring SLA adherence, and optimizing processes to deliver a high-quality patient experience.
Key Responsibilities:
- Operations Leadership: Manage day-to-day call center operations for patient support and lifecycle management programs.
- Performance Tracking: Monitor and improve core KPIs, including SLAs, turnaround times (TAT), escalation rates, and patient adherence.
- Data & Tech: Analyze operational dashboards (Excel, Tableau, or Power BI) and ensure the effective use of CRM platforms and dialers.
- Collaboration: Work cross-functionally with medical, pharmaceutical, and healthcare teams.
- Process Excellence: Drive continuous improvement initiatives while strictly adhering to healthcare compliance and patient confidentiality protocols.
What We’re Looking For:
- Experience: 5–8 years in Contact/Call Center Operations, with at least 2+ years as a Team Lead or Assistant Manager.
- Industry Background: Exposure to healthcare operations, pharma, insurance, disease management, or patient support programs is highly preferred.
- Technical Skills: Strong proficiency in data analysis, CRMs, and call center dialers.
- Education: Graduate or Postgraduate degree (a clinical or healthcare background is a strong plus).
Budget upto 12 LPA
Click on Apply to know more.