About this role
To lead and optimize Patient Access and Call Center operations across the NMC network, ensuring patients can seamlessly access care through physical, digital, and contact center channels.
The role is responsible for developing and executing the Group Patient Access Strategy, driving operational excellence, improving patient experience, increasing access to services, and supporting organizational growth through data-driven transformation initiatives.
The role will establish a consistent and integrated patient access model across NMC hospitals, medical centers, and digital channels, leveraging technology, analytics, process optimization, and cross-functional collaboration to improve access, patient acquisition, conversion, and overall service delivery.
Education and Certification
- Bachelor's Degree in Business Administration, Operations Management, or a related field.
- Master's Degree (MBA or related) is preferred.
Knowledge and Skills
- Strong knowledge of call center operations, technologies, and metrics.
- Strategic thinking with the ability to align operational goals with corporate strategy.
- Proficiency in data analytics, reporting, and performance management.
- Experience with CRM systems, call center software, and digital transformation tools.
- Excellent stakeholder management and communication skills.
- Strong leadership and people development capabilities.
- Financial and budgeting acumen related to call center cost structures.
- Knowledge of compliance, service quality, and risk control frameworks.
Manager – Call Center & Patient Access benefit from having experience/competency in:
- Customer Experience Design
- Call Volume Forecasting
- Operational Efficiency Metrics
- Vendor Relationship Management
- Digital Service Channels
- Data-Driven Decisioning
- Cross-Functional Leadership
- Service Quality Auditing
Experience
- 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, performance management, and cross-functional strategic initiatives preferred