Job Description
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).
* Strong 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