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. • 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.