Senior Manager Patient Operations

About Nivaan Care

NIVAAN is India s Most Advanced Interventional Pain Management Chain of Clinics, a full stack healthcare service provider. Nivaan takes a unique multi-disciplinary approach for treating musculoskeletal pain non-surgically with 9x better results over other traditional treatments. Incepted in Jan 2023, with 8 clinics in Delhi-NCR Nivaan has treated over 20k patients growing 10X in the last one year. With recent capital unlock and PMF established, Nivaan would expand to 2 more metro cities in India and add 10 more clinics in the fold Website - www.nivaancare.com

Role Description

As the Senior Manager - Patient Operations, you will play a pivotal role in managing patient operations at Nivaan Clinics, Partner Clinics and Partner Hospitals that directly leads to patient experience, retention and trust. You will be leading a team of care managers who manage patient operations for their individual clinics. You will be responsible for ensuring smooth patient journey from OPD walk-in to care plan delivery, own conversion and retention metrics and fuel constant feedback to product and tech team on how Nivaan can deliver world class in-clinic services at optimum operational efficiency.

Key Responsibilities:

Team Management

Lead a pan-India team of clinic managers / care managers responsible for managing patient flow, patient operations from arrival to opd to conversion to care plans

Implement training programs and continuous learning to keep the team aligned with best practices in patient care.

Monitor team performance, set KPIs, and conduct regular reviews to improve team efficiency and individual performance.

Foster a positive and collaborative team environment, focused on patient-centric care.

Maintain relationships and engagement with doctors and address their day to day concerns

Process Development and Adherence

Design, implement, and continuously optimize operational workflows to ensure a seamless patient journey from OPD walk-in to care plan delivery.

Develop and enforce adherence to standard operating procedures (SOPs) across clinics to maintain consistent quality and operational efficiency.

Monitor and report on key process metrics to ensure the clinic operations run smoothly and cost-effectively.

Lead process improvement initiatives by gathering data, analyzing results, and recommending operational changes for better patient experience.

Conversion

Own and drive the patient conversion process, from initial consultation to care plan adoption, ensuring high conversion rates at all touchpoints.

Collaborate with marketing and sales teams to align patient acquisition strategies and convert leads into long-term patients. Develop and optimize strategies to address and overcome potential patient objections, enhancing decision-making at the point of care.

Implement tracking and analysis of conversion metrics to identify areas for improvement and maximize patient acquisition. Retention

Establish and oversee retention strategies, ensuring high patient satisfaction and loyalty throughout their care journey.

Develop programs that encourage repeat visits and long-term relationships, such as follow-up care, patient engagement, and personalized care plans and curated communities

Use patient feedback to continually refine retention strategies and boost long-term patient trust and engagement.

Analyze patient data to understand retention trends and develop actionable insights for improving retention efforts.

Care Plan PL Ownership

Develop, own, and manage the clinic-level PL for care plans, ensuring financial sustainability and operational profitability.

Create and implement a framework to track and analyze clinic revenue, costs, and profitability metrics.

Identify opportunities for revenue optimization through pricing strategies, care plan offer bundling, and renewals

Collaborate with cross-functional teams to ensure that financial targets align with patient experience goals and clinic objectives.

Regularly review and report financial performance to senior leadership, recommending adjustments to improve profitability. Tech Development Support

Collaborate with the product and tech teams to provide insights from the ground level on patient needs, challenges, and opportunities for new technologies.

Provide feedback on the functionality of existing technology solutions, ensuring they align with patient care objectives and improve operational efficiency.

Stakeholder and Clinical Team Coordination

Own the availability and scheduling of clinicians (PMS, physio-therapists), ensuring the accuracy and timely updates of all clinician slots, which is vital for Nivaans operations.

Coordinate closely with the demand generation team to facilitate seamless booking of OPD slots and with the procedure team for accurate scheduling of procedures.

Manage and maintain up-to-date records of clinic and clinician details, including clinician profiles, clinic locations, images, and Google Maps pins, ensuring information accuracy across all platforms.

Act as the central point of coordination between clinical teams, operational teams, and external stakeholders to ensure smooth communication and scheduling.