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 Responsibilities
Out-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 clinicians
Patient 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.
