Role Overview
The Clinic Operations & Patient Success Manager will be responsible for coordinating daily patient-facing operations, improving appointment and follow-up discipline, supporting service-quality reporting and working closely with the clinic’s existing staff and management.
This is a senior on-site coordination role. The candidate should be able to understand the full patient journey from inquiry to appointment, consultation, treatment, billing, follow-up and feedback. The role requires maturity, communication skills, reporting discipline and the ability to work without creating friction with the existing clinic team.
## Key Responsibilities
### Clinic Operations Coordination
- Coordinate with clinic owner/management, doctors, technicians, front desk, accounts and marketing team.
- Understand and monitor the patient journey from inquiry to consultation, treatment, follow-up and feedback.
- Support daily front-office discipline and patient-flow coordination.
- Help reduce gaps in appointment handling, follow-ups and patient communication.
- Escalate operational issues to management in a structured manner.
### Patient Success and Service Experience
- Ensure patients receive clear communication before, during and after clinic visits.
- Track patient concerns, complaints, compliments and service issues.
- Support patient retention through timely follow-ups and better communication discipline.
- Coordinate with front desk and clinical staff to reduce waiting-time confusion and missed follow-ups.
- Maintain a professional, polite and confidential patient-facing environment.
### Appointment and Follow-Up Management
- Monitor appointment requests, confirmations, reschedules, cancellations and no-shows.
- Coordinate daily appointment lists with front desk, doctors and technicians.
- Track consultation-to-treatment and treatment-to-follow-up movement.
- Identify repeated appointment gaps and report them to management.
- Help create consistent daily and weekly appointment reporting.
### Marketing Coordination Without Interference
- Coordinate with the clinic’s existing marketing team only for lead-source and inquiry-flow understanding.
- Track basic inquiry sources where available, such as Instagram, Google, referral, walk-in, WhatsApp or existing campaigns.
- Observe which inquiries convert into appointments and treatments.
- Do not independently change the clinic’s website, social media, campaigns, offers or marketing strategy unless specifically approved by management.
### Reporting and Management Information
- Prepare daily operational notes and weekly management reports.
- Report patient-flow gaps, follow-up gaps, common patient concerns, appointment issues and service-quality observations.
- Share structured feedback with management for operational improvement.
- Maintain confidentiality of patient, clinic and business information.
## Required Qualifications
- Graduate degree in any field.
- Preferred backgrounds: healthcare management, hospital administration, business administration, hospitality, psychology, life sciences, marketing or wellness management.
- 3–6 years of experience in clinic operations, patient relations, healthcare coordination, aesthetic clinic coordination, dental clinic management, salon/spa operations, hospitality, customer success or CRM coordination.
- Strong communication in Hindi and Punjabi required.
- Good English communication preferred.
- Comfortable using WhatsApp, phone calls, Excel, Google Sheets, CRM/billing systems and basic dashboards.
## Required Skills
- Patient handling
- Clinic/front-office coordination
- Appointment and follow-up management
- Team coordination
- Service-quality reporting
- Complaint escalation
- Data-entry discipline
- Daily/weekly reporting
- Basic digital marketing awareness
- Confidentiality and professional conduct
## Preferred Skills
- Experience in dermatology, cosmetology, hair transplant, laser, dental, wellness, hospital front office or premium salon/spa environment.
- Familiarity with Google Business Profile, Instagram inquiries, WhatsApp leads or Meta lead forms.
- Experience with CRM, clinic software or appointment systems.
- Basic understanding of skin, hair, laser, aesthetic or wellness services.
## Personality Fit
The candidate should be mature, organized, polite, patient-facing and observant. The role requires someone who can coordinate calmly with multiple people, document issues properly and improve operations without being aggressive or disruptive.
## Success Metrics
- Better appointment and follow-up discipline.
- Clear daily and weekly reporting.
- Improved patient communication and feedback capture.
- Smooth coordination with doctors, technicians, front desk, accounts and marketing team.
- Reduction in repeated patient-flow and communication gaps.
- Timely escalation of operational issues to management.
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
