Patient Experience & Growth Lead (Operations) | Gut Clinic (Delhi)

This is not a role with 2070 Health*

Gut Clinic is building India’s first and largest network of specialist-led, full-stack outpatient GI clinics. The Patient Experience & Growth Lead at Gut Clinic is the senior-most non-clinical person on the ground — responsible for building a team that takes pride in its work, delivering a consistently outstanding patient experience, and driving the growth of the centre month on month.

ROLE DETAILS:

Location - Gut Clinic – Shrestha Vihar (On-Site, Full-Time)

Working Hours - 9:00 AM – 6:00 PM, Monday to Saturday

Reporting To - Founder’s Office

KEY RESPONSIBILITIES:

1. People Leadership

• Lead all clinic staff — clinical team, front desk, call centre, and marketing — with a focus on fostering team spirit, camaraderie, and a shared sense of purpose
• Make people feel empowered in their roles: set clear expectations, give regular feedback, and create an environment where the team feels trusted and supported
• Track attendance, punctuality, and adherence to schedules; address issues directly but constructively
• Coordinate with doctors on scheduling, patient load, and clinical support needs, ensuring the clinical and non-clinical team operate as one unit
• Use performance data to identify who is thriving, who needs support, and flag recommendations to the Founder’s Office

1. Patient Experience Owner

• Own the end-to-end patient experience at Shrestha Vihar — from the moment a patient walks in to the moment they leave, every interaction should reflect warmth, efficiency, and clinical trust
• Ensure SOPs are followed across all functions, and course-correct in real time when they are not
• Handle patient escalations and complaints promptly and with empathy, turning difficult moments into demonstrations of care
• Actively guide satisfied patients to leave Google reviews as a natural part of the post-visit experience
• Continuously look for ways to raise the bar — on wait times, communication, cleanliness, and the overall feel of the clinic

1. Lead Management & Growth

• Own referral relationship management — maintain regular, warm contact with referring doctors and ensure referral pipelines stay active and growing
• Identify new referral opportunities: clinics, pharmacies, specialists, and community touchpoints that can drive patient volumes
• Ensure call centre staff follow up diligently with patients post-inquiry and post-visit; track conversion rates and act on drop-offs
• Monitor key clinic metrics — footfall, lead conversion, no-show rates, and revenue — and use this data to drive decisions and surface insights to the Founder’s Office
• Contribute ideas and energy to local marketing initiatives, community outreach, and anything else that puts Gut Clinic on the map in the neighbourhood

1. Clinic Operations & Day-to-Day Execution

• Take end-to-end ownership of clinic operations — there is no task too small or too large in this role
• Firefight and resolve day-to-day issues quickly, without waiting for direction
• Proactively identify gaps in processes, patient experience, or staff performance and propose solutions
• Contribute to the overall growth of the centre with an ownership mindset

• 4-6 years of experience in healthcare operations, clinic management, or a fast-paced service environment; experience in hospitality is a strong plus
• Demonstrated experience leading and managing teams — you know how to get the best out of people and build a culture of accountability without micromanaging
• High ownership and low ego — willing to do whatever it takes to keep the clinic running well and growing
• Excellent communication in Hindi and English; professional, warm, and composed in patient-facing situations
• Comfortable with data — able to read a dashboard, spot a trend, and act on it without being asked