Position Clinical (Senior Manager/Manager) - Quality and Training (Operations)

Qualification: MBBS(Mandatory), MBA in Healthcare Management

Experience (Years): 5+ Years

Job Role & Responsibilities:

Clinical Quality & Governance:

- Ensure adherence to clinical quality standards and regulatory compliance across all virtual consultation projects.

- Conduct clinical oversight to maintain high-quality consultation delivery and documentation standards.

- Develop, implement, and periodically revise clinical SOPs, protocols, and governance frameworks in alignment with evolving clinical and business requirements.

- Proactively identify process gaps and recommend improvements to enhance clinical efficiency, safety, and patient outcomes.

Doctor Training & Development:

- Conduct interviews and clinical assessments for doctors across multiple specialties during onboarding.

- Design and deliver structured training programs, including onboarding sessions, refresher training, and continuous education initiatives.

- Provide constructive, data-driven feedback to improve consultation quality and clinical compliance.

- Support ongoing professional development through performance monitoring and coaching.

Escalation Management & Root Cause Analysis:

- Manage and resolve customer escalations through detailed Root Cause Analysis (RCA).

- Handle social media escalations with prompt response and resolution while ensuring clinical accuracy and compliance.

- Implement preventive measures based on escalation trends to minimise recurrence.

Clinical Operations & Cross-Functional Collaboration:

- Address and resolve clinical queries from doctor partners.

- Participate in interdepartmental meetings, providing expert clinical insights to support decision-making.

- Balance clinical governance requirements with operational and business objectives.

- Monitor application updates and provide proactive feedback to relevant teams to optimise clinical workflows.

Product & Process Optimization:

- Map, review, and periodically verify pharmaceutical SKUs to ensure clinical accuracy and appropriate categorization.

- Evaluate consultation processes and recommend enhancements to improve efficiency and patient experience.

Team Leadership & Management:

- Lead and manage the quality and training team to achieve optimal performance outcomes.

- Foster a culture of continuous improvement, accountability, and clinical excellence.

- Actively participate in team initiatives and drive collaboration to ensure consistent quality delivery.

Skill Set:

- Strong Clinical and Academic skills

- Command on regulatory compliances.

- Clinical quality auditing and assurance.

- Training development and clinical education.

- Root Cause Analysis (RCA) and escalation management.

- Leadership and team management.

- Process improvement and operational strategy.

- Cross-functional collaboration.

- Data analysis, audit tracking, and reporting.

- Digital health and telemedicine platform expertise.

- SOP development and clinical documentation management.

Company Website: www.apollo247.com