Job SummaryClinic Operations & Customer Experience:The Clinic Operations & Customer Experience role is part of the CEO Crew and is responsible for overseeing and optimizing the end-to-end patient journey and overall clinic operational performance.
The role acts as a cross-functional business partner, connecting clinic operations, medical teams, customer experience, and commercial functions to ensure efficient clinic utilization, smooth patient flow, strong retention, and a consistent customer experience.
The role is responsible for identifying operational gaps, analyzing performance trends, driving improvement initiatives, and providing the CEO with clear insights and actionable recommendations.
Key ResponsibilitiesPatient Journey & Customer Experience
- * Own and continuously improve the end-to-end patient journey from booking through consultation, treatment, follow-up, and rebooking.
- Identify gaps and friction points across the patient journey and drive initiatives to improve the overall customer experience.
- Monitor customer feedback and complaints, identify recurring issues, and ensure appropriate corrective actions are implemented.
- Establish and maintain standards that support a consistent patient experience across clinics.
Clinic Operations & Performance
- * Monitor overall clinic operational performance and identify opportunities to improve efficiency and capacity utilization.
- Oversee key operational indicators including booking, waiting time, cancellations, no-shows, and clinic/doctor utilization.
- Identify operational bottlenecks and coordinate with relevant teams to resolve them.
- Ensure that operational processes support both patient experience and business efficiency.
Clinic & Doctor Utilization
- * Analyze clinic and doctor capacity, appointment availability, booking patterns, cancellations, and no-shows.
- Identify underutilized capacity and recommend actions to improve utilization.
- Work with relevant stakeholders on scheduling and capacity-planning initiatives.
Retention & Patient Continuity
- * Monitor patient retention, rebooking, repeat visits, and treatment-plan completion.
- Identify reasons behind patient drop-off or incomplete treatment journeys.
- Develop and follow up on initiatives designed to improve patient continuity and rebooking.
- Coordinate with relevant teams to ensure patients receive appropriate follow-up throughout their treatment journey.
Strategic Analysis & Continuous Improvement
- * Analyze operational and customer data to identify trends, root causes, and improvement opportunities.
- Translate data into actionable recommendations for the CEO and management.
- Lead cross-functional improvement initiatives related to clinic performance and customer experience.
- Track the implementation and impact of improvement initiatives.
Cross-Functional Leadership
- * Act as a link between the CEO and relevant operational, medical, customer experience, and commercial teams.
- Coordinate cross-functional initiatives and ensure alignment between stakeholders.
- Follow up on agreed action plans, identify execution gaps, and escalate critical issues when required.
- Support management in developing and improving clinic operating models, processes, and service standards.
Reporting to CEO
- * Provide regular performance updates and executive-level insights to the CEO.
- Prepare concise dashboards and reports covering clinic utilization, booking performance, no-shows, waiting time, complaints, retention, rebooking, and treatment-plan completion.
- Highlight key risks, operational gaps, trends, and opportunities requiring management attention.
- Support the CEO in making data-driven operational and customer experience decisions.
Apply Here : monica.wassim@coaholding.com
