Clinical Operations Manager - Surgery Team

Job Description

The responsibilities include developing and managing the framework for Clinical process, service quality and customer experience for all service lines under Surgery care & Dental. This role will ensure end to end process streamlining and enhancements via QA and QC measures across functions to ensure best quality of care, customer experience, business growth and scalability. This role is critical in ensuring the highest standards of patient care through clinical audits, prescription validation, call monitoring, and effective coordination with various healthcare stakeholders (Ops, Customer support, Inside Sales, Product & Tech, Marketing, Sales & AM, Finance) to improve the entire customer experience and drive process improvements. Key Roles & Responsibilities: Ensuring all the Clinical calls are happening as per the SOP Conduct regular audits of clinical calls to ensure adherence to medical protocols and guidelines. Identify areas for improvement and provide structured feedback for quality enhancement. All concerns were addressed through timely follow-ups with the network, CST, Insurance MB, hospital SPOCs, medical teams, ICU doctors, and senior surgeons. Develop and implement Standard Operating Procedures (SOPs) for handling missed inbound calls. Leverage prescription verification insights to improve the Surgery suggested funnel and better conversion Monitor and contribute to reducing the number of missed calls by the team. Lead, manage and monitor the entire CSAT framework to ensure CSAT, DSAT and NPS process flow Explore and introduce channels and mechanisms to capture customer feedback and surveys to increase the response rate and CSAT coverage Ensure identification of the process gaps and timely CAPA to enable continuous process improvement Identify the need for Quality improvement projects (QIP) as a part of RCA analysis to ensure continuous service quality improvement Lead, manage and monitor daily ticket flow, closure and zero pendency for surgery care and dental tickets on freshdesk Identify the complaint trends, common issue patterns and areas of improvement across all stages and overall processes. Skills & Requirements: Must have 7-8 years of experience, including expertise in Clinical and QA (hospital-related) processes, as well as Customer Experience in the healthcare sector. Experience in audits (Clinical/Non Clinical), prescription validation, and healthcare coordination is preferred. Strong communication, problem-solving, and team management skills Ability to work in a fast-paced environment and coordinate with multiple stakeholders. Knowledge of medical documentation and compliance standards Good analytical skills - working with large, complex datasets and deriving insights and identifying gaps and areas of improvement Ability to take constructive criticism and take corrective action - being open to feedback and closing the feedback loop Tool requirements - Advanced proficiency in Excel, Powerpoint, basic knowledge of additional analytical, Quality and CRM tools.