Operations Lead for Primary Care Clinics |Medanta

Job Objective :

Role will primarily manage overall operations of all Primary Care Clinics based at Lucknow

Job Responsibilities
• Handle routine operations of Primary care Clinics
• Accountable for close coordination between clinics and Hospital teams including all departments of Operations, Medical admin, Nursing, Lab, Radiology, Pharmacy, Emergency, Billing & Marketing
• Focus on service excellence by proactively engaging with stakeholders to further improve the service standards for respective segment.

Strong relationship / stakeholder management
• Plan and execute health engagement events for the neighborhood communities
• Prepare and Implement effective SOPs for all administrative departments
• Act as a liaison between patients, doctors and nursing care staff & other stakeholders to enhance the service standards for Clinics
• Ensuring that clear and effective methods of communication are in place between the staff of Operations and Medical administration / other related service providers.

Identifying and addressing deviations and its causes
• Undertake projects on improving patient experience across the hospitals / clinics / unit touch points and ensuring best-in-class experience
• Implement process corrections basis process audits
• Engage with Resident Welfare Associations (RWA) committee members and decision makers. Take continuous feedback on identifying new areas of improvement and identify new engagement models
• Escalation Management : Analyze, monitor and resolve customer complaints, conduct root cause analysis and ensure that processes are streamlined for enhance customer experience.