Job Title

To establish a unified, efficient, and patient-friendly outpatient and ambulatory care network across all Apollo Chennai units — integrating OP Operations, Patient Experience, and Conversion Management with strong digital enablement.Key ResponsibilitiesOut-Patient Operations (OP Ops)- P&L responsibility of OP centres - Standardize OPD registration, billing, consultation, diagnostics, and pharmacy workflows. - Ensure optimal utilization of doctor slots and minimize patient waiting time. - Coordinate specialty-clinic schedules regionally to balance consultant coverage. - Facilitate onboarding of new cliniciansPatient Experience- Monitor and enhance all aspects of the OP experience — ambience, courtesy, and service consistency. - Track OP NPS and ensure timely complaint resolution and feedback closure. - Implement the Apollo Signature Experience across all outpatient and day-care areas.Business Process & Conversion Management (Growth & Retention)- Track and improve key conversion ratios: - ▫ Consultation → Admission - ▫ Diagnostics → Treatment / Follow-up - ▫ Digital Lead → Appointment - Collaborate with Marketing and Business Development teams to analyze patient data and improve lead-to-visit conversion rates. - Drive new initiatives to strengthen patient engagement and outpatient productivity.Digital Transformation- Drive 100% EMR adoption across all OPD areas. - Strengthen MyApollo, WhatsApp, and kiosk-based appointment systems. - Introduce real-time dashboards for patient flow, waiting time, and feedback analytics.1066 & Emergency Coordination- Streamline coordination between the Regional 1066 Command Centre, emergency departments, and OPD/day-care units. - Ensure timely triage, communication, and inter-hospital referral management.Training & Engagement- Conduct training for front-office, nursing, and support teams on empathy, communication, and digital processes. - Recognize and reward high-performing teams for service excellence and patient satisfaction.