*This is not a role with 2070 Health*ABOUT GUT CLINIC: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 SaturdayReporting To - Founder’s OfficeKEY RESPONSIBILITIES:1. People LeadershipYour most important job is to build a team that is motivated, aligned, and proud of where they work. Culture is built from the ground up, and this role is where it starts.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 purposeMake people feel empowered in their roles: set clear expectations, give regular feedback, and create an environment where the team feels trusted and supportedTrack attendance, punctuality, and adherence to schedules; address issues directly but constructivelyCoordinate with doctors on scheduling, patient load, and clinical support needs, ensuring the clinical and non-clinical team operate as one unitUse performance data to identify who is thriving, who needs support, and flag recommendations to the Founder’s Office2. Patient Experience OwnerWe are in the business of care — and every touchpoint a patient has with Gut Clinic should feel like a five-star experience. This means going beyond process compliance to genuinely serving patients.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 trustEnsure SOPs are followed across all functions, and course-correct in real time when they are notHandle patient escalations and complaints promptly and with empathy, turning difficult moments into demonstrations of careActively guide satisfied patients to leave Google reviews as a natural part of the post-visit experienceContinuously look for ways to raise the bar — on wait times, communication, cleanliness, and the overall feel of the clinic3. Lead Management & GrowthThis is a growth role as much as it is an operations role. You will be expected to actively contribute to expanding the clinic’s reach and reputation in the Shrestha Vihar catchment area.Own referral relationship management — maintain regular, warm contact with referring doctors and ensure referral pipelines stay active and growingIdentify new referral opportunities: clinics, pharmacies, specialists, and community touchpoints that can drive patient volumesEnsure call centre staff follow up diligently with patients post-inquiry and post-visit; track conversion rates and act on drop-offsMonitor 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 OfficeContribute ideas and energy to local marketing initiatives, community outreach, and anything else that puts Gut Clinic on the map in the neighbourhood4. Clinic Operations & Day-to-Day ExecutionTake end-to-end ownership of clinic operations — there is no task too small or too large in this roleFirefight and resolve day-to-day issues quickly, without waiting for directionProactively identify gaps in processes, patient experience, or staff performance and propose solutionsContribute to the overall growth of the centre with an ownership mindsetRequirements4-6 years of experience in healthcare operations, clinic management, or a fast-paced service environment; experience in hospitality is a strong plusDemonstrated experience leading and managing teams — you know how to get the best out of people and build a culture of accountability without micromanagingHigh ownership and low ego — willing to do whatever it takes to keep the clinic running well and growingExcellent communication in Hindi and English; professional, warm, and composed in patient-facing situationsComfortable with data — able to read a dashboard, spot a trend, and act on it without being asked
*This is not a role with 2070 Health*
ABOUT GUT CLINIC:
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
Your most important job is to build a team that is motivated, aligned, and proud of where they work. Culture is built from the ground up, and this role is where it starts.
- 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
2. Patient Experience Owner
We are in the business of care — and every touchpoint a patient has with Gut Clinic should feel like a five-star experience. This means going beyond process compliance to genuinely serving patients.
- 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
3. Lead Management & Growth
This is a growth role as much as it is an operations role. You will be expected to actively contribute to expanding the clinic’s reach and reputation in the Shrestha Vihar catchment area.
- 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
4. 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
Requirements
- 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
