Apollo 24|7 - Head - Operations

Head - Operations

Roles & Responsibilities:

- Managing and coordinating consultation completion rates/fulfilment on the Apollo 24/7 app for different cities/units related to vertical

- Close communication and strong relationship management with all consultants and SPOCs

- Coordinate with SPOCs / Consultants to ensure adherence and completion of all Virtual and Physical appointments booked through the Apollo 24/7 app.

- Maintaining and documenting escalation logs

- Inter-department coordination while resolving tech-related or process-related issues

- First point of escalation when issues are left unresolved

- Driving volume targets at specialty / unit / city levels

- Custodian of maintaining data and sharing MIS reports with central team

- Implementation and execution of SOPs

- Training and monitoring SPOCs, Consultants and team members on the use of the App and related backend dashboards

- Regular refresher training for SPOCs & Consultants on using Apollo 24/7 web portal / App to fulfil consultations

- Custodian of all complaints (patients and consultants)

Experience / Skills Required:

- 5+ years of on-ground experience in a hospital unit preferred / optional

- Experience of OPD Operations working with doctors and having existing relationships with them in a unit / city is preferred / optional

- Must have strong communication skills and must be able to communicate to people from different backgrounds

- Must have basic knowledge of computers and mobile apps usage

- Must have excellent interpersonal and problem-solving skills

- Must be willing to learn excel and monitor KPIs on the ground to ensure meeting of targets + operational fulfilment

- Must be able to thrive in a fast-paced and rapidly changing environment and must adapt quickly to a changing business environment.

Key Responsibility Areas:

- Achieving overall company business targets for the cities

- Coordination with management on alignment for running projects for Apollo 24|7

- VC Consults fulfilment

- Increasing Visibility of Apollo 24|7 with doctors and management.

- Working on daily meetings with doctors for Project management.