OPD Operations Lead

Job Description – OPD In-charge

• Oversee end-to-end OPD operations including registration, billing coordination, patient flow, and appointment management to ensure smooth daily functioning.
• Manage OPD staff such as front desk executives, PCCs, and support staff, including rostering, performance monitoring, and on-floor supervision.
• Ensure adherence to service quality standards, patient experience protocols, NABH guidelines, and hospital SOPs.
• Coordinate with doctors, nursing, diagnostics, billing, and patient experience teams to reduce waiting time and improve OPD efficiency.
• Monitor OPD KPIs such as patient wait time, TAT, appointment adherence, feedback, and NPS scores;
  initiate corrective actions where required.
• Handle escalations, patient grievances, and service recovery with empathy and professionalism.
• Ensure proper documentation, reporting, and daily MIS related to OPD volumes, doctor availability, and operational issues.
• Support implementation of hospital initiatives related to patient experience, digital OPD processes, and continuous improvement.

Key Skills & Competencies

• Strong people management and stakeholder coordination skills.
• Good understanding of hospital OPD workflows, HIS systems, and billing processes.
• Excellent communication, problem-solving, and customer handling abilities.
• Ability to manage high patient volumes in a fast-paced environment.