Process optimization, compliance, and service excellence across hospitals, clinics, and mobile health platforms

1. Operational & Service Excellence & Process Management

* Ability to design, standardize, and audit preventive health workflows across hospital and clinic networks.

* Expertise in reducing variability and ensuring consistent delivery of health checks (retail, corporate, immigrations, Ultra HNIs, mobile units, DGCA, etc).

* Robust command over Lean, Six Sigma, Kaizen or Juran methodologies

* Customer Centric Mindset - ability to curate experiences for different segments (retail, corporate, Ultra-HNI, elderly, international patients).

* Skill in embedding hospitality layers and brand experience at touchpoints.

2. Regional Preventive Health Oversight

* Serve as the single-point owner for Preventive Health performance in the assigned region.

* Conduct regular regional reviews on operations, service metrics, revenue, and compliance.

* Support unit teams in achieving monthly/quarterly KPIs for volume, revenue, TAT, experience, and documentation.

* Resolve escalations and operational gaps across units in the region.

* Conduct periodic regional visits to drive implementation, capability building, and governance.

3. Program Management & Rollout Capability

* Proven ability to operationalize new preventive health programs at scale

* Ability to manage pilots, hyper-care, change management, and enterprise-wide adoption

4. Service Excellence & Patient Experience Design

* Competence in mapping end-to-end preventive health customer journeys (pre-arrival registration assessments consults report delivery).

* Designing and implementing best-in-class hospitality, communication protocols, concierge services, and personalization.





* Strong understanding of NPS, CSAT, PSat, complaint systems, and structured feedback analytics.

5. Quality Assurance & Compliance

* Understanding of healthcare quality standards, documentation completeness, audit readiness.

* Ability to build and drive internal audits for compliance

6. Data-Driven Decision Making

* Ability to create dashboards, daily MIS, turnaround time trackers, and performance scorecards for preventive health.

* Competence in interpreting operational, customer, and financial metrics for strategic decisions.

* Understanding of segment wise customer key requirements

7. Technology Adoption & Digital Transformation

* Skill in implementing technology solutions like AI or ML-led triage, digital risk assessments, omnichannel appointment systems, and automated communications.

* Ability to partner with product/IT to embed digital journey enhancements (e.g., pre-check-in, online risk assessments, personalized portals).

8. Stakeholder Management & Cross-Hospital Leadership

* Strong influencing skills to drive change in hospital units & clinics without direct reporting lines.

* Ability to train unit teams, run structured reviews, and resolve escalations swiftly.

* Collaboration with corporate teams, unit CEOs, clinical heads, and diagnostic partners.

9. Risk Management & Business Continuity

* Capability to identify bottlenecks, operational risks, documentation gaps, or safety concerns in health check delivery.

* Ability to design mitigation plans, incident RCA, CAPA, and process controls.

10. Communication & Training Excellence

* Ability to create standard operating procedures, manuals, training content, and competency assessments.

* Strong skill in coaching unit teamson service, process, and compliance

📌 Regional Operations Manager (New Delhi)
🏢 Apollo Hospitals
📍 New Delhi