Head – Outpatient Clinical Operations & Patient Experience

Objective: 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.

Industry focus:

Airlines/Hotels/ Quick Commerce and Hospitals experience in Service Excellence & P&L

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.