Customer Service & Support Jobs in New Delhi, India (Now Hiring) — 206 open — Page 11

About Claritas Eye & Retina - Delhi

Claritas Eye & Retina is a specialist eye care centre focused on delivering high-quality, patient-centric ophthalmology and retina services. The centre combines clinical excellence with modern technology to provide comprehensive eye care across consultations, diagnostics, procedures, and surgical interventions.

Role Purpose

The Centre Manager will be responsible for ensuring the smooth day-to-day functioning of the clinic while delivering an exceptional patient experience.

The individual will act as the operational anchor for the clinic and work closely with doctors, clinical teams, and support staff to ensure efficient and patient-centric service delivery. The role will also serve as the primary coordinator for insurance and TPA operations, NABH compliance initiatives, quality processes, and external healthcare consultants to ensure operational excellence, regulatory readiness, and seamless patient access to care.

Key Responsibilities

Centre Operations

• Oversee the daily operations of the clinic and ensure smooth functioning across all patient touchpoints.
• Manage patient flow, appointment scheduling, registrations, and overall centre coordination.
• Ensure operational readiness of the clinic at all times.

Patient Experience

• Drive a seamless and positive patient experience from registration through consultation, treatment, and discharge.
• Handle patient concerns and escalations in a timely and professional manner.
• Monitor patient feedback and identify opportunities for service improvement.

Team Management

• Supervise front-office, administrative, and support staff.
• Ensure adequate staffing and adherence to operational processes.
• Support hiring, training, and performance management of centre teams.

TPA, Insurance & Payer Management

• Manage end-to-end coordination with insurance companies, TPAs, and corporate healthcare programs.
• Drive TPA empanelment processes, renewals, documentation submissions, and relationship management.
• Act as the primary point of contact for TPA consultants, insurance coordinators, and payer representatives.
• Maintain compliance with payer requirements and documentation standards.

Quality, Compliance & NABH Coordination

• Coordinate with NABH consultants and internal stakeholders on quality initiatives, audits, and accreditation-related activities.
• Support implementation and adherence to NABH standards, SOPs, documentation protocols, and process controls.
• Monitor compliance-related action items and ensure timely closure of audit observations.
• Drive operational readiness for NABH assessments and quality reviews.
• Promote a culture of continuous process improvement and patient safety across the centre.

Billing & Revenue Operations

• Oversee billing, collections, deposits, and cash management processes.
• Ensure accuracy of billing and timely reconciliation.
• Support tracking of operational and financial performance metrics.

Doctor & Clinical Coordination

• Coordinate effectively with doctors, optometrists, technicians, and clinical staff.
• Support OT scheduling, procedure planning, and patient communication where required.
• Ensure efficient coordination between clinical and administrative teams.

Vendor & Facility Management

• Coordinate with vendors and service providers.
• Ensure clinic infrastructure, housekeeping, and equipment support services are functioning efficiently.
• Escalate maintenance and facility-related issues proactively.

Reporting & Process Improvement

• Track and report key operational metrics including patient volumes, wait times, patient satisfaction, and conversion metrics.
• Identify opportunities to improve operational efficiency and patient experience.
• Implement SOPs and operational best practices across the centre.

What Success Looks Like

• Smooth day-to-day clinic operations with minimal disruptions.
• High levels of patient satisfaction and service quality.
• Efficient patient flow and reduced waiting times.
• Strong coordination between doctors, clinical teams, and support staff.
• Effective management of TPA and insurance processes.
• Consistent adherence to operational SOPs and compliance standards.

Location - Panchsheel Enclave, South Delhi, Delhi

Working Hours- Monday - Saturday (9.00AM - 6.00PM)

• 5–8 years of experience in healthcare operations, clinic management, hospital administration, or patient services.
• Prior experience managing a clinic, specialty centre, hospital unit, or healthcare facility preferred.
• Hands-on experience managing insurance and TPA operations, including claim processing, approvals, empanelment, and stakeholder coordination.
• Experience working alongside NABH consultants, quality teams, accreditation projects, or healthcare compliance initiatives is highly preferred.
• Familiarity with healthcare quality standards, operational audits, and process documentation will be an advantage.
• Strong stakeholder management and people leadership skills.
• Excellent communication and patient-facing skills.
• Ability to manage multiple priorities in a fast-paced healthcare environment.
• Proficiency in basic reporting, MS Excel, and clinic management systems is preferred.