Manager - Patient Access and Call Center

The Manager – Call Center & Patient Access plays a key strategic role within the Corporate Strategy function, responsible for developing, implementing, and continuously improving the Group's Patient Access and Call Center strategy. The role will provide strategic direction and governance across patient access channels, ensuring that patients can easily discover, contact, book, and access NMC healthcare services. Working closely with hospitals, medical centers, clinical and operational leadership, Digital, IT, Marketing, Revenue Cycle, Finance, and other corporate functions, the role will identify access barriers, optimize patient journeys, improve conversion and capacity utilization, and drive scalable transformation initiatives across the Group. The role will also oversee the performance and optimization of contact center and digital access channels, including call centers, websites, mobile applications, WhatsApp, chatbots, and self-service booking solutions.