Manager - Patient Access and Call Center

To lead and optimize Patient Access and Call Center operations across the NMC network, ensuring patients can seamlessly access care through physical, digital, and contact center channels.

The role is responsible for developing and executing the Group Patient Access Strategy, driving operational excellence, improving patient experience, increasing access to services, and supporting organizational growth through data-driven transformation initiatives.

The role will establish a consistent and integrated patient access model across NMC hospitals, medical centers, and digital channels, leveraging technology, analytics, process optimization, and cross-functional collaboration to improve access, patient acquisition, conversion, and overall service delivery.

Patient Access Strategy & Governance

• 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.

Access Optimization

• 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.

Call Center & Digital Channels

• 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.

Patient Experience & Operational Excellence

• 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.

Data, Reporting & Workforce Planning

• 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.

Stakeholder Management

• 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.

Education and Certification

• Bachelor's Degree in Business Administration, Operations Management, or a related field.

• Master's Degree (MBA or related) is preferred.

Knowledge and Skills

• 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.

Manager – Call Center & Patient Access benefit from having experience/competency in:

• Customer Experience Design

• Call Volume Forecasting

• Operational Efficiency Metrics

• Vendor Relationship Management

• Digital Service Channels

• Data-Driven Decisioning

• Cross-Functional Leadership

• Service Quality Auditing

Experience

• 9+ years of experience in call center, contact center, patient access, customer experience, healthcare operations, or related functions.

• Healthcare or multi-site service experience preferred.

• Experience in Patient Access transformation, digital channels, performance management, and cross-functional strategic initiatives preferred