National Patient Care Manager

Role Summary:

National PCM

Key Responsibilities:

Training & Development:

• Design and conduct PCM onboarding and refresher training programs.
• Standardize and implement patient interaction protocols, dress codes, and front-desk etiquette across clinics.
• Organize periodic workshops on communication skills, grooming, conflict resolution, and clinic SOPs.
• Mentor and upskill PCM teams to meet patient care and service standards.

Clinic Operations Oversight:

• Monitor and audit clinic functioning to ensure adherence to company protocols.
• Work closely with clinic teams to maintain hygiene, upkeep, and patient-friendly environments.
• Ensure compliance with all clinical and operational policies at the national level.

Patient Experience & Relationship Management:

• Set high standards for patient counseling, query handling, and grievance redressal.
• Design patient satisfaction trackers and feedback loops for continuous improvement.

Team Management & Leadership:

• Oversee PCM performance across regions; identify high performers and training needs.
• Guide PCMs in handling PSEs and Therapists effectively.
• Promote discipline, ownership, and professionalism within the clinic teams.

Business Operations & Revenue Monitoring:

• Monitor and track clinic-level revenue generation with inputs from the business analytics team.
• Identify gaps and suggest strategic inputs to improve performance.
• Coordinate with Regional Managers to ensure alignment with targets.

Key Skills Required:

• Fluent & Polished Communication especially in English, both verbal and written
• Leadership & Team Building
• Active Listening & Patient-Centric Thinking
• Professional Grooming & Presentation
• Training & Mentoring Skills
• Assertive, Calm & Solution-Oriented Approach
• Multi-tasking with Operational Discipline
• Strong Analytical Acumen for Business Tracking

Qualification & Experience:

- Healthcare Experience Preferred

• Minimum Education:

  Graduate (Masters Degree preferred)

• Experience:

  8+ years in clinic/hospital operations or service excellence roles, with at least 2 years in a leadership/training role

• Language:

  Must have excellent command over English

Willingness to travel