Patient Conversion & Centre Operations Head (West Bengal)

1. Patient Conversion & Revenue Optimisation
- Drive walk-in to billing conversion
- Improve average revenue per patient (ARPU)
- Ensure effective cross-selling of diagnostics, health packages, and procedures
- Minimise drop-offs at enquiry / consultation stage 2. Front Office & Floor Operations
- Manage end-to-end front desk operations
- Ensure smooth patient flow, minimal waiting time (TAT), and solid queue management
- Supervise Floor Manager and ensure discipline and execution on ground 3. Patient Experience & Service Quality
- Ensure consistent, premium patient experience at every touchpoint
- Handle escalations and ensure quick resolution
- Maintain high standards in staff behaviour, grooming, and patient communication
- Track and improve patient satisfaction scores 4. Billing & Process Control
- Ensure accurate and optimised billing; minimise revenue leakages
- Monitor discounts, approvals, and package utilisation
- Ensure strict adherence to SOPs and internal processes 5. Call Centre & Appointment Management
- Improve call handling quality, appointment scheduling, and lead-to-visit conversion
- Ensure all missed calls and leads are tracked and followed up without delay 6. Reputation Management & Digital Support
- Drive Google review generation through front desk processes
- Ensure timely responses to patient reviews and feedback
- Capture and coordinate patient testimonials (video / text)
- Support Marketing team by arranging patients / doctors for content (reels, testimonials) and ensuring smooth on-ground execution Note: This role supports execution not responsible for digital marketing strategy or campaigns. 7. Coordination with Growth & Doctor Team
- Work closely with the Clinic Growth & Doctor Partnerships Lead
- Align patient flow with doctor availability and consultation utilisation
- Ensure zero patient loss due to coordination gaps 8. Data Tracking & MIS
- Track daily conversion % (footfall billing), revenue per patient, and waiting time (TAT)
- Share daily / weekly performance reports with Super Centre Manager Apply on Kit Job: kitjob.in/job/4ndq6o