Regional Manager- Hospital & Clinics

True Blue HR Consultants · Bengaluru, India

Designation – Regional Manager- Clinics

Location: Delhi & Mumbai

Experience: 5 to 10 Years

Budget: 15 LPA

About the Role

Take complete ownership of the growth and performance of clinics under the assigned region.

Responsibilities

• Drive clinic targets on a month-on-month basis and ensure consistent achievement of revenue, patient base, conversion, and other defined KPIs.
• Analyze clinic-wise performance and identify gaps, opportunities, and corrective actions.
• Develop and execute strategies to improve patient footfall, conversions, repeat visits, and overall clinic productivity.
• Monitor clinic performance against monthly targets and conduct regular performance reviews with clinic teams.
• Identify underperforming clinics and create structured improvement plans.
• Ensure smooth day-to-day operations across all assigned clinics.
• Act as the first point of escalation for operational challenges faced by clinic teams.
• Coordinate with relevant internal/central teams to resolve operational issues within defined timelines.
• Ensure adherence to company processes, SOPs, service standards, and operational guidelines.
• Identify recurring operational issues and implement preventive measures rather than only resolving issues on a case-to-case basis.
• Manage and guide the teams working at assigned clinics, including front desk and other clinic support staff.
• Set clear expectations and ensure accountability for individual and clinic-level performance.
• Conduct regular reviews with clinic teams and provide feedback, coaching, and performance guidance.
• Identify manpower or capability gaps and coordinate with the concerned teams for resolution.
• Build a culture of ownership, discipline, patient-centricity, and target orientation across clinics.
• Take ownership of the complete patient journey across assigned clinics.
• Ensure that every patient receives a smooth and consistent experience from the initial enquiry/appointment through consultation, treatment, billing, and follow-up.
• Track patient movement and identify drop-offs at different stages of the journey.
• Ensure timely follow-up of patients by the respective clinic teams.
• Monitor patient feedback and complaints and ensure timely resolution.
• Work towards improving patient retention, repeat visits, and overall patient satisfaction.
• Monitor the quality and consistency of patient follow-up calls being conducted by clinic teams.
• Ensure that pending leads, enquiries, missed appointments, and eligible follow-up patients are systematically tracked.
• Review follow-up performance and conversion metrics clinic-wise.
• Identify gaps in follow-up processes and train teams accordingly.
• Ensure that no meaningful patient opportunity is lost due to lack of timely or appropriate follow-up.
• Conduct regular training and on-the-job coaching for front desk staff.
• Train teams on patient handling, communication, appointment management, follow-ups, counselling coordination, escalation handling, and service standards.
• Ensure front desk teams understand clinic targets and their role in contributing to overall business performance.
• Evaluate team performance and identify areas requiring additional training or intervention.
• Monitor stock availability and inventory management across assigned clinics.
• Ensure adequate availability of required consumables, supplements, and other clinic-related inventory.
• Track stock consumption, movement, replenishment, and wastage.
• Coordinate with the central/supply team to prevent stock-outs and ensure timely replenishment.
• Ensure proper stock records and adherence to inventory processes.
• Coordinate closely with the central marketing, business, and other relevant teams to drive patient footfall into assigned clinics.
• Share clinic-level requirements, market insights, and performance feedback with the central team.
• Track the effectiveness of footfall-generation initiatives and identify opportunities for improvement.
• Ensure clinics are adequately prepared to handle the patient volumes generated through central initiatives.
• Explore and develop new business opportunities and local tie-ups for assigned clinics.
• Identify potential referral channels, local partnerships, institutions, corporates, communities, and other relevant sources of patient acquisition.
• Develop and maintain relationships with doctors and other healthcare professionals for referral opportunities, wherever appropriate.
• Identify local market opportunities that can contribute to clinic footfall and growth.
• Work with the central team to evaluate and execute promising tie-ups.
• Maintain regular visibility on clinic-wise performance, including:
• Revenue/target achievement
• Patient footfall
• Conversion performance
• Follow-up performance
• Repeat patients
• Operational issues
• Stock status
• Team performance
• Patient feedback
• Provide regular updates and actionable insights to senior management.
• Use data and performance trends to identify opportunities and take corrective action.

Qualifications

• 5–10 years of experience in clinic operations, healthcare, wellness, hospitals, diagnostics, retail healthcare, or a similar multi-location service business.
• Experience managing multiple locations/clinics will be strongly preferred.
• Proven experience in achieving business/clinic targets and managing frontline teams.

Required Skills

• Strong business and growth orientation
• Excellent people management and leadership skills
• Strong operational and problem-solving abilities
• Patient/customer-centric approach
• Good communication and interpersonal skills
• Ability to analyse performance data and take corrective action
• Strong follow-up and execution discipline
• Ability to coordinate effectively with central and clinic-level teams
• Relationship-building and local business development skills
• Comfortable with extensive travel