Operations Head - Chain of Clinics
Pravaayu healthcare pvt limited · Mumbai · onsite · Posted 44d ago
About a minute. You'll make an account on the way through.
About this role
Description:
Role Overview:
As an Operations Head, you will be responsible for end-to-end clinic operations, leading a team of admin executives across centers.
Your role is not just operational - its about ensuring consistency, solving problems on-ground, improving patient experience, and driving measurable outcomes like NPS and retention.
Key Responsibilities:
1. Clinic Operations & SOP Adherence
- Ensure strict implementation of SOPs across all clinics
- Standardize processes to deliver a consistent patient experience
- Monitor daily operations and eliminate inefficiencies
2. Team Leadership
- Lead, train, and manage a team of clinic admin staff
- Drive accountability, discipline, and performance culture
- Build a team that is patient-first and solution-oriented
3. Audits & Process Excellence
- Conduct regular audits of clinic operations, patient journeys, and documentation
- Identify gaps and implement corrective actions
- Continuously improve systems and workflows
4. Patient Experience & NPS
- Own and drive Patient NPS (Net Promoter Score) across clinics
- Personally intervene in escalations and ensure fast, effective resolution
- Build systems to proactively capture and act on patient feedback
5. Execution of New Initiatives
- Drive on-ground implementation of new processes, campaigns, and systems
- Ensure adoption across clinics with minimal friction
- Act as the bridge between strategy and execution
6. Problem Solving & Ownership
- Handle real-time operational challenges with a structured, data-driven approach
- Take complete ownership of outcomes - not just activities
Who Were Looking For:
- Experience: 4-8 years in operations
- (Preferably in healthcare chains, retail chains, or multi-location businesses)
- Education: Engineering background preferred
- Team Handling: Proven experience managing teams on-ground
Key Traits:
- Strong problem-solving mindset (first-principles thinking)
- High ownership and execution focus
- Detail-oriented with a process-driven approach
- Ability to balance people management + operational rigour
- Comfortable working in a fast-growing, evolving setup
What Success Looks Like:
- SOP adherence across clinics becomes non-negotiable
- Patient NPS consistently improves
- Zero unresolved escalations
- Clinics run smoothly, predictably, and efficiently
- New initiatives are executed flawlessly and fast
Why Join Us:
- Opportunity to build and scale operations in a fast-growing healthcare brand
- High ownership role with direct impact on patient outcomes and experience
- Work closely with founders and leadership
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