Designation – Regional Manager- Clinics

Location: Delhi & Mumbai

Experience: 5 to 10 Years

Budget: 15 LPA

About the Role

Take complete ownership of the growth and performance of clinics under the assigned region.

Responsibilities

Drive clinic targets on a month-on-month basis and ensure consistent achievement of revenue, patient base, conversion, and other defined KPIs.
Analyze clinic-wise performance and identify gaps, opportunities, and corrective actions.
Develop and execute strategies to improve patient footfall, conversions, repeat visits, and overall clinic productivity.
Monitor clinic performance against monthly targets and conduct regular performance reviews with clinic teams.
Identify underperforming clinics and create structured improvement plans.
Ensure smooth day-to-day operations across all assigned clinics.
Act as the first point of escalation for operational challenges faced by clinic teams.
Coordinate with relevant internal/central teams to resolve operational issues within defined timelines.
Ensure adherence to company processes, SOPs, service standards, and operational guidelines.
Identify recurring operational issues and implement preventive measures rather than only resolving issues on a case-to-case basis.
Manage and guide the teams working at assigned clinics, including front desk and other clinic support staff.
Set clear expectations and ensure accountability for individual and clinic-level performance.
Conduct regular reviews with clinic teams and provide feedback, coaching, and performance guidance.
Identify manpower or capability gaps and coordinate with the concerned teams for resolution.
Build a culture of ownership, discipline, patient-centricity, and target orientation across clinics.
Take ownership of the complete patient journey across assigned clinics.
Ensure that every patient receives a smooth and consistent experience from the initial enquiry/appointment through consultation, treatment, billing, and follow-up.
Track patient movement and identify drop-offs at different stages of the journey.
Ensure timely follow-up of patients by the respective clinic teams.
Monitor patient feedback and complaints and ensure timely resolution.
Work towards improving patient retention, repeat visits, and overall patient satisfaction.
Monitor the quality and consistency of patient follow-up calls being conducted by clinic teams.
Ensure that pending leads, enquiries, missed appointments, and eligible follow-up patients are systematically tracked.
Review follow-up performance and conversion metrics clinic-wise.
Identify gaps in follow-up processes and train teams accordingly.
Ensure that no meaningful patient opportunity is lost due to lack of timely or appropriate follow-up.
Conduct regular training and on-the-job coaching for front desk staff.
Train teams on patient handling, communication, appointment management, follow-ups, counselling coordination, escalation handling, and service standards.
Ensure front desk teams understand clinic targets and their role in contributing to overall business performance.
Evaluate team performance and identify areas requiring additional training or intervention.
Monitor stock availability and inventory management across assigned clinics.
Ensure adequate availability of required consumables, supplements, and other clinic-related inventory.
Track stock consumption, movement, replenishment, and wastage.
Coordinate with the central/supply team to prevent stock-outs and ensure timely replenishment.
Ensure proper stock records and adherence to inventory processes.
Coordinate closely with the central marketing, business, and other relevant teams to drive patient footfall into assigned clinics.
Share clinic-level requirements, market insights, and performance feedback with the central team.
Track the effectiveness of footfall-generation initiatives and identify opportunities for improvement.
Ensure clinics are adequately prepared to handle the patient volumes generated through central initiatives.
Explore and develop new business opportunities and local tie-ups for assigned clinics.
Identify potential referral channels, local partnerships, institutions, corporates, communities, and other relevant sources of patient acquisition.
Develop and maintain relationships with doctors and other healthcare professionals for referral opportunities, wherever appropriate.
Identify local market opportunities that can contribute to clinic footfall and growth.
Work with the central team to evaluate and execute promising tie-ups.
Maintain regular visibility on clinic-wise performance, including:
Revenue/target achievement
Patient footfall
Conversion performance
Follow-up performance
Repeat patients
Operational issues
Stock status
Team performance
Patient feedback
Provide regular updates and actionable insights to senior management.
Use data and performance trends to identify opportunities and take corrective action.

Qualifications

5–10 years of experience in clinic operations, healthcare, wellness, hospitals, diagnostics, retail healthcare, or a similar multi-location service business.
Experience managing multiple locations/clinics will be strongly preferred.
Proven experience in achieving business/clinic targets and managing frontline teams.

Required Skills

Strong business and growth orientation
Excellent people management and leadership skills
Strong operational and problem-solving abilities
Patient/customer-centric approach
Good communication and interpersonal skills
Ability to analyse performance data and take corrective action
Strong follow-up and execution discipline
Ability to coordinate effectively with central and clinic-level teams
Relationship-building and local business development skills
Comfortable with extensive travel

Regional Manager- Hospital & Clinics