Clinical Operations Manager | Surgery Team

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:

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  Ensuring all the Clinical calls are happening as per the SOP

  
  


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  Conduct regular audits of clinical calls to ensure adherence to medical protocols and guidelines.

  
  


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  Identify areas for improvement and provide structured feedback for quality enhancement.

  
  


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  All concerns were addressed through timely follow-ups with the network, CST, Insurance MB, hospital SPOCs, medical teams, ICU doctors, and senior surgeons. 

  
  


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  Develop and implement Standard Operating Procedures (SOPs) for handling missed inbound calls.

  
  


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  Leverage prescription verification insights to improve the Surgery suggested funnel and better conversion

  
  


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  Monitor and contribute to reducing the number of missed calls by the team.

  
  


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  Lead, manage and monitor the entire CSAT framework to ensure CSAT, DSAT and NPS process flow

  
  


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  Explore and introduce channels and mechanisms to capture customer feedback and surveys to increase the response rate and CSAT coverage

  
  

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  Ensure identification of the process gaps and timely CAPA to enable continuous process improvement 

  
  


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  Identify the need for Quality improvement projects (QIP) as a part of RCA analysis to ensure continuous service quality improvement

  
  

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  Lead,manage and monitor daily ticket flow, closure and zero pendency for surgery care and dental tickets on freshdesk

  
  


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  Identify the complaint trends, common issue patterns and areas of improvement across all stages and overall processes

  
  

Skills & Requirements:

1. 
   

   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. 

   
   


2. 
   

   Experience in audits (Clinical/Non Clinical), prescription validation, and healthcare coordination is preferred.

   
   


3. 
   

   Strong communication, problem-solving, and team management skills

   
   


4. 
   

   Ability to work in a fast-paced environment and coordinate with multiple stakeholders.

   
   


5. 
   

   Knowledge of medical documentation and compliance standards

   
   


6. 
   

   Good analytical skills - working with large, complex datasets and deriving insights and identifying gaps and areas of improvement

   
   


7. 
   

   Ability to take constructive criticism and take corrective action - being open to feedback and closing the feedback loop

   
   


8. 
   

   Tool requirements - Advanced proficiency in Excel, Powerpoint, basic knowledge of additional analytical, Quality and CRM tools

   
   

MediBuddy is India’s largest on-demand, full-stack digital healthcare platform that helps patients access multiple healthcare services. It gives users 24x7 access to high-quality healthcare at their fingertips. MediBuddy helps its users consult specialist doctors, order medicines and book lab tests from the comfort of their homes. It is also a partner to several leading corporate customers in the country and helps their employees access multiple healthcare benefits. MediBuddy users have access to online doctor consultations, wellness, preventive care services, fitness and hospitalization offered by its pan-India network of healthcare providers with its unparalleled reach.

It also provides its customers hassle-free, end-to-end surgery care through a Care Buddy, right from connecting them to the right surgeon to post-operative recovery care. MediBuddy’s surgery care provides specialized treatment in several other departments like Proctology, Ophthalmology, Vascular, ENT, Orthopaedics, Urology, Gynaecology, and more. With full-stack Surgery Care management services, MediBuddy assures customers an array of solutions for every medical, financing, insurance, and recovery need of its customers undergoing surgery.

The digital healthcare platform has a partner network of 90,000+ doctors, 7,100+ hospitals and clinics, 4,000+ diagnostic centers, 2,500+ pharmacies along with a team size of 2200+ members. It has created an integrated healthcare ecosystem that offers patients seamless access anytime and anywhere. It has created an integrated healthcare ecosystem that offers patients seamless access anytime and anywhere in 10 minutes. With its healthcare services available in 16 Indian languages to enable customer-friendly consultation, MediBuddy is bridging the Urban-Rural quality healthcare divide. MediBuddy offers online and offline doctor consultations, medicine delivery, lab tests at home, mental health consultations, surgery care, among other healthcare services.