Manager - Patient Access and Call Center

About the role

NMC Healthcare is looking for a Manager to lead and optimise Patient Access and Call Center operations across its network, so patients can access care through physical, digital and contact centre channels. The role develops and executes the Group Patient Access Strategy, improves patient experience and access, and supports organisational growth through data-driven transformation.

Key responsibilities

• Develop and lead the Group Patient Access Strategy across hospitals, medical centres and digital channels, and set governance, standards, KPIs and performance frameworks
• Monitor and improve KPIs such as appointment availability, call abandonment, conversion, referral completion, digital adoption and patient satisfaction, and partner with clinical and operational teams to remove access barriers
• Develop the Group Call Center strategy (service levels, quality, productivity, capacity) and oversee call centers, websites, apps, WhatsApp, chatbots and self-service booking
• Drive automation, AI and digital transformation, and govern outsourced or vendor-operated services where applicable
• Improve the patient journey, run process standardisation, benchmarking and continuous improvement, and use feedback and analytics to find improvements
• Build dashboards and reports, support demand forecasting, capacity planning, workforce planning and budgeting, and prepare updates for senior leadership
• Act as a strategic liaison between Patient Access, Call Centers, hospitals, clinical and operational teams, Digital, IT, Marketing, Revenue Cycle and Finance, and ensure compliance with healthcare regulations, NMC policies and quality standards

Required profile

• Bachelor's degree in Business Administration, Operations Management or a related field; MBA or related master's preferred
• 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 and performance management preferred

Required skills

• Call center operations, technologies and metrics
• Data analytics, reporting and performance management
• CRM systems, call center software and digital transformation tools
• Stakeholder management, leadership and financial/budgeting acumen
• Preferred: customer experience design, call volume forecasting, vendor relationship management, service quality auditing