Manager - Patient Access and Call Center

Role overview

Strategy and access optimization

• Develop and lead the group patient access strategy, governance, standards, processes, KPIs, and performance frameworks.
• Lead transformation initiatives and advise leadership on improving access, patient acquisition, conversion, and service delivery.
• Monitor appointment availability, call abandonment, conversion, referral completion, appointment utilization, digital adoption, and patient satisfaction.
• Analyze demand, capacity, and access trends; partner with clinical and operational teams to address barriers and optimize appointment capacity.

Call center and digital channels

• Optimize call center service levels, quality, productivity, capacity, and performance management.
• Oversee 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 governance and performance management for outsourced or vendor-operated services where applicable.

Experience, reporting, and collaboration

• Address patient access pain points and improve the patient journey, service quality, and ease of access.
• Lead process standardization, continuous improvement, benchmarking, and operational efficiency initiatives.
• Use feedback, operational data, and analytics to identify improvements; develop dashboards and management reports.
• Support demand forecasting, capacity planning, workforce requirements, budgeting, and resource optimization.
• Liaise across patient access, call centers, hospitals, clinical and operational teams, digital, IT, marketing, revenue cycle, finance, and corporate functions.
• Lead cross-functional initiatives and ensure compliance with healthcare regulations, NMC policies, quality standards, and risk requirements.

Education and experience

• Bachelor’s degree in Business Administration, Operations Management, or a related field; a master’s degree or MBA is preferred.
• At least nine years of experience in call center, contact center, patient access, customer experience, healthcare operations, or related functions.
• Healthcare or multi-site service experience is preferred.
• Experience in patient access transformation, digital channels, performance management, and cross-functional strategic initiatives is preferred.

Knowledge and skills

• Strong knowledge of call center operations, technologies, and metrics; strategic thinking and alignment of operational goals with corporate strategy.
• Proficiency in analytics, reporting, and performance management; experience with CRM systems, call center software, and digital transformation tools.
• Strong stakeholder management, communication, leadership, and people development capabilities.
• Financial and budgeting acumen for call center cost structures; knowledge of compliance, service quality, and risk control frameworks.
• Related competencies include customer experience design, call volume forecasting, operational efficiency metrics, vendor relationship management, digital service channels, data-driven decision-making, cross-functional leadership, and service quality auditing.