Job Title

Function: Operations Excellence / Patient ExperienceLocation: Multi-hospital / Regional (with on-ground presence)Role ObjectiveTo build and own Aldun’s Learning & Development and Quality function, ensuring that every on-ground executive delivers exceptional patient handling, process accuracy, and hospital-grade professionalism at scale.This role is responsible for transforming training into a measurable patient experience advantage for Aldun.Key Responsibilities1. Build Aldun’s L&D Framework- Design and implement Aldun’s Ground Team Charter, training philosophy and quality standards. - Create structured onboarding, certification, and re-certification programs for hospital-stationed teams. - Develop practical, scenario-based training content focused on real patient interactions.2. Own Patient Experience Quality- Define what “excellent patient handling” means at Aldun and ensure it is delivered consistently. - Audit patient interactions, escalations, and feedback to identify quality gaps. - Drive corrective training actions for recurring issues.3. Coach & Enable On-Ground Teams- Train and mentor regional trainers and on-ground mentors. - Conduct live role-plays, shadowing sessions, and mock patient scenarios. - Personally coach low-performing executives and build improvement plans.4. Hospital & Stakeholder Alignment- Ensure Aldun executives operate seamlessly within hospital environments. - Train teams on hospital etiquette, escalation protocols, and inter-departmental coordination. - Act as the quality escalation point for hospital partners when required.5. Metrics, Reporting & Continuous Improvement- Own L&D and Quality KPIs including patient satisfaction, error rates, escalations, and certification scores. - Publish weekly and monthly quality dashboards for leadership. - Continuously refine training programs based on real-world data and feedback.6. Build a Culture of Ownership & Pride- Instill a sense of purpose, empathy, and accountability in Aldun’s ground teams. - Identify high performers and groom them into mentors and trainers. - Collaborate with HR and Ops on career progression frameworks linked to quality performance.Key KPIs & Success Metrics- Patient Satisfaction Score ≥ 4.7 / 5 - Reduction in patient escalations & complaints - First-time-right case handling ≥ 95% - New hire productivity within 14 days - 100% certification & re-certification compliance - Improved hospital feedback and trust scoresExperience- 5–10 years in healthcare operations, patient experience, hospital training, or quality roles. - Prior experience working inside hospitals (front office, billing, patient relations, nursing ops, or similar). - Hands-on experience training or coaching frontline staff.Skills & Traits- Exceptional communication and coaching skills. - High emotional intelligence and calm under pressure. - Deep empathy for patients and families. - Process-driven, yet people-centric. - Comfortable with metrics, audits, and performance dashboards. - Respected by both ground teams and hospital stakeholders.Must-Have Attributes- Has personally handled patients or families in high-stress healthcare environments. - Believes training is about behavior change, not just knowledge transfer. - Willing to spend time on the ground — not a desk-only role. - Strong ethical compass and brand ownership mindset.Nice-to-Have- Exposure to insurance / TPA workflows. - Experience in healthcare startups or high-growth ops environments. - Multilingual (regional languages a plus).Why Join Aldun- Opportunity to build a foundational function from scratch. - Direct impact on patient lives at critical moments. - High visibility with leadership. - Clear growth into Operations Excellence / CX leadership roles.