Process Trainer

Cellcure Cancer Centre; Mumbai; On-site; INR 500,000 - 900,000; Full time

Job summary

Cellcure Cancer Centre is seeking an experienced Process Trainer to lead healthcare front office and administration training. You will design and deliver programs covering patient handling, SOPs, and service standards to ensure consistent, high-quality patient interactions.

The role requires hands-on experience with hospital front office operations, patient flow, and communication skills, with a focus on improving processes and patient experience.

Qualifications

• 3–6 years of experience in hospital/healthcare front office or administration.

Responsibilities

• Conduct training and induction programs for Front Office Executives, Patient Coordinators, Receptionists, and Administrative staff.
• Train employees on front office processes, patient registration, appointment scheduling, billing coordination, and patient flow.
• Provide training on patient interaction, communication skills, telephone etiquette, and customer service.
• Ensure employees understand and follow organizational SOPs, policies, and process guidelines.
• Develop training materials, presentations, process manuals, SOPs, and assessment modules.
• Conduct refresher training based on identified process gaps and operational requirements.
• Monitor training effectiveness through assessments, feedback, and on-the-job observations.
• Coordinate with Operations and Center Heads to identify training requirements.
• Conduct audits/observations to identify deviations from defined processes.
• Coach employees on improving patient experience and service quality.
• Maintain training records, attendance, assessment scores, and training reports.
• Support new center/branch launches by providing process and front office training.
• Identify recurring operational issues and recommend process improvements.
• Ensure front office teams follow standards related to patient confidentiality, documentation, escalation, and service protocols.

Skills

Healthcare Front Office

Hospital Administration

Communication skills

Presentation skills

Training and facilitation

SOP documentation

MS Office

Education

Healthcare/Hospital Administration qualification

Graduate degree

Tools

PowerPoint

Excel

Job description

Job Title: Process Trainer Healthcare (Front Office & Administration)

Location: Andheri

Experience

3–6 years in Healthcare Front Office, Hospital Administration, Patient Services, or Healthcare Training

Job Summary

We are looking for an experienced Process Trainer with strong exposure to healthcare front office and administration. The candidate will be responsible for training front office and administrative teams on patient handling, operational processes, SOPs, communication standards, and service quality.

The ideal candidate should have hands‑on experience in hospital/clinic front office operations and the ability to convert operational processes into effective training programs.

Key Responsibilities

• Conduct training and induction programs for Front Office Executives, Patient Coordinators, Receptionists, and Administrative staff.
• Train employees on front office processes, patient registration, appointment scheduling, billing coordination, and patient flow.
• Provide training on patient interaction, communication skills, telephone etiquette, and customer service.
• Ensure employees understand and follow organizational SOPs, policies, and process guidelines.
• Develop training materials, presentations, process manuals, SOPs, and assessment modules.
• Conduct refresher training based on identified process gaps and operational requirements.
• Monitor training effectiveness through assessments, feedback, and on-the-job observations.
• Coordinate with Operations and Center Heads to identify training requirements.
• Conduct audits/observations to identify deviations from defined processes.
• Coach employees on improving patient experience and service quality.
• Maintain training records, attendance, assessment scores, and training reports.
• Support new center/branch launches by providing process and front office training.
• Identify recurring operational issues and recommend process improvements.
• Ensure front office teams follow standards related to patient confidentiality, documentation, escalation, and service protocols.

Required Skills

• Strong knowledge of Healthcare Front Office and Hospital Administration.
• Excellent communication and presentation skills.
• Good understanding of patient journey and front office operations.
• Training and facilitation skills.
• Ability to create SOPs, training modules, and process documentation.
• Good interpersonal and coaching skills.
• Strong problem-solving and process improvement orientation.
• Proficiency in MS Office, especially PowerPoint and Excel.

Preferred Candidate Profile

• Graduate in any discipline; Healthcare/Hospital Administration qualification preferred.
• 3–6 years of experience in hospital/healthcare front office or administration.
• Prior experience as a Trainer, Process Trainer, Quality Executive, Front Office Supervisor, or Hospital Administration Executive will be preferred.
• Candidates who have handled training along with front office/administrative responsibilities would be ideal.

Location: Andheri