Job Description

Roles & Responsibilities

• Develop and lead the Group Patient Access Strategy across hospitals, medical centers, and digital channels, aligned with growth, patient experience, and revenue objectives.
• Establish governance, standards, processes, KPIs, and performance frameworks to drive consistent and effective Patient Access across the Group.
• Lead Patient Access transformation initiatives and advise leadership on opportunities to improve access, patient acquisition, conversion, and service delivery.
• Monitor and improve key Patient Access KPIs, including appointment availability, call abandonment, conversion, referral completion, appointment utilization, digital adoption, and patient satisfaction.
• Analyze demand, capacity, and access trends and recommend opportunities to improve service availability and patient acquisition.
• Partner with clinical and operational teams to address access barriers and optimize appointment capacity.
• Develop and optimize the Group Call Center strategy, including service levels, quality, productivity, capacity, and performance management.
• Oversee patient access channels including call centers, websites, mobile applications, WhatsApp, chatbots, and self-service booking solutions.
• Drive automation, AI, digital transformation, and technology initiatives to improve accessibility, efficiency, and patient experience.
• Establish appropriate governance and performance management for outsourced/vendor-operated services, where applicable.
• Identify and address patient access pain points and drive initiatives to improve the patient journey, service quality, and ease of access.
• Lead process standardization, continuous improvement, benchmarking, and operational efficiency initiatives across the Group.
• Use patient feedback, operational data, and analytics to identify improvement opportunities.
• Develop dashboards and management reports to monitor Patient Access and Call Center performance and provide actionable insights to leadership.
• Support demand forecasting, capacity planning, workforce requirements, budgeting, and resource optimization.
• Prepare strategic recommendations and performance updates for senior leadership.
• Act as a strategic liaison between Patient Access, Call Centers, hospitals, clinical and operational teams, Digital, IT, Marketing, Revenue Cycle, Finance, and other corporate functions.
• Lead and influence cross-functional teams to deliver Patient Access and Call Center transformation initiatives.
• Ensure compliance with relevant healthcare regulations, NMC policies, quality standards, and risk requirements.

Desired Candidate Profile

• Strong knowledge of call center operations, technologies, and metrics.
• Strategic thinking with the ability to align operational goals with corporate strategy.
• Proficiency in data analytics, reporting, and performance management.
• Experience with CRM systems, call center software, and digital transformation tools.
• Excellent stakeholder management and communication skills.
• Strong leadership and people development capabilities.
• Financial and budgeting acumen related to call center cost structures.
• Knowledge of compliance, service quality, and risk control frameworks.
• Experience/competency in Customer Experience Design.
• Experience/competency in Call Volume Forecasting.
• Experience/competency in Operational Efficiency Metrics.
• Experience/competency in Vendor Relationship Management.
• Experience/competency in Digital Service Channels.
• Experience/competency in Data-Driven Decisioning.
• Experience/competency in Cross-Functional Leadership.
• Experience/competency in Service Quality Auditing.
• Healthcare or multi-site service experience preferred.
• Experience in Patient Access transformation, digital channels, performance management, and cross-functional strategic initiatives preferred.

Employment Type