Manager - Patient Access and Call Center

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 Full-time

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