Head - Operations Command Center (OCC)

Medanta; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

An established industry player in healthcare is seeking a dynamic Head of OCC to lead the Operations Command Center. This pivotal role involves overseeing daily operations, integrating advanced technologies like AI and voice-assisted systems, and ensuring seamless patient communication across departments. The ideal candidate will have extensive experience in call center management and a strong background in operations. Join a forward-thinking organization that values innovation and is committed to enhancing patient care through technology. If you are passionate about healthcare and ready to make a significant impact, this opportunity is for you.

Qualifications

• 10+ years in call center management with tech-enabled environments.
• Master’s degree in Operations or General Management preferred.

Responsibilities

• Oversee daily operations of the Operations Command Center.
• Coordinate with clinical and administrative teams for seamless operations.
• Develop and manage Knowledge Bank content for training.

Skills

Call Center Management

AI Integration

Operations Management

Team Coordination

Knowledge Management

Education

Master’s degree (MBA/PGDM)

Tools

CRM Platforms

Voice-Assisted Systems

AI Chatbots

Job description

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Over the past 15 years, Medanta has created an unrivalled impact in delivering world class multi-specialty care for patients in India. We have hospitals in Gurgaon, Lucknow, Patna, Indore, and Ranchi. In addition, we have clinics in Defence Colony (South Delhi), Cybercity & Subhash Chowk (Gurgaon), and at the Delhi Airport. Medanta is constantly growing and has also ventured into the Retail vertical through Diagnostics (Laboratory Services) and Pharmacies. We have also launched homecare services and plan to expand into new geographies and avenues within the healthcare ecosystem, including Medical Colleges. As we scale, we seek exceptional talent to help us achieve our vision and grow professionally.

The Head of OCC will lead the strategic and daily operations of Medanta’s centralized Operations Command Center, integrating hospital workflow management with a next-generation call center powered by AI, automation, and dynamic patient support systems. This role bridges technology, clinical operations, and patient services, ensuring high standards of responsiveness, coordination, and care delivery.

Key Responsibilities:

Managing Command Center Operations

• Oversee daily operations, develop & implement SOPs, and foster integration of voice-assisted systems, AI chatbots, and intelligent routing to improve call center performance.
• Supervise real-time operations including bed occupancy, patient flow, turnaround times, discharges, emergency responses, and resource use.
• Build and maintain a Knowledge Bank with up-to-date information on hospital services, policies, procedures, billing, and patient concerns.
• Coordinate with clinical, nursing, and administrative teams for seamless operations and escalation protocols.
• Implement ongoing training for agents on advanced technologies, service standards, and protocols.
• Lead deployment of modern CRM platforms ensuring interoperability with hospital systems.

Knowledge Management & Training

• Develop and manage comprehensive Knowledge Bank content.
• Train OCC agents on emerging technologies and service protocols.

Appointment & Slot Management

• Work with departments to optimize appointment scheduling, managing cancellations, rescheduling, and emergencies.
• Ensure systems are updated with live data from all relevant schedules.

Cross-Functional Collaboration

• Coordinate between call center and departments like Radiology, Pharmacy, OPD, and Laboratory for accurate patient communication.
• Ensure responsiveness and accuracy in patient guidance across all touchpoints.

Qualifications:

• Master’s degree (MBA/PGDM) in Operations or General Management preferred.
• At least 10+ years managing call centers, shared services, or customer experience, with 4-6 years in senior management and exposure to tech-enabled environments.

Location: Gurgaon

Work Days: 6 days a week in-office.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Hospitals, Healthcare, Telecommunications