Assistant General Manager (AGM) - Hospital Operations

Role & responsibilities

The Assistant General Manager Hospital Operations will be responsible for overseeing and coordinating the day-to-day non-clinical operations across various service departments. The incumbent will ensure a seamless patient journey by enhancing patient experience and maintaining high operational standards in the hospital. The role requires strong leadership, process orientation, and the ability to manage multidisciplinary teams.

Preferred candidate profile

Key Responsibilities

Patient Experience & Front Office Management

• Ensure smooth functioning of reception, OPD registration, helpdesk, and enquiry counters.
  
• Monitor and enhance patient satisfaction by establishing SOPs and service standards.
  
• Handle patient feedback and grievance redressal with appropriate escalation protocols.
  
• Train front office staff in soft skills, communication, and service delivery.
  
• Oversee efficient bed allocation, patient movement, and admission/discharge processes.
  
• Coordinate with nursing, billing, and clinical teams for timely and accurate patient services.
  
• Monitor turnaround time for admissions and discharge, ensuring minimal delays.

• Liaise with the Engineering and Maintenance teams for upkeep of hospital infrastructure.
  
• Ensure preventive and corrective maintenance activities are scheduled and executed on time.
  
• Maintain compliance with safety, statutory and NABH/JCI-related infrastructure standards.
  
• Supervise and ensure cleanliness and hygiene standards are maintained hospital-wide.
  
• Coordinate with the infection control team for implementation of protocols and audits.
  
• Optimize housekeeping manpower and material utilization through effective planning.
  
• Ensure timely and hygienic food service delivery to patients, attendants, and staff.
  
• Monitor kitchen operations and food quality, maintaining FSSAI norms and dietary compliance.
  
• Coordinate with the Dietetics team for patient meal planning and customization.
  

General Administration

• Lead and guide departmental teams through regular reviews and performance metrics.
  
• Prepare and manage departmental budgets, vendor negotiations, and service contracts.
  
• Drive cost optimization and operational efficiency without compromising patient care.
  
• Ensure smooth coordination between internal departments and outsourced service providers.
  

Key Skills & Competencies

• Strong leadership and team management skills
  
• Excellent communication, interpersonal, and problem-solving abilities
  
• Service-oriented mindset with a focus on patient-centric care
  
• In-depth knowledge of hospital operations and administrative protocols
  
• Familiarity with NABH/JCI accreditation standards
  
• Ability to manage multiple departments and priorities simultaneously
  

Eligibility Criteria

• Minimum

  12 years

  of experience in hospital operations with at least 4 years in a leadership role
• Proven experience in managing multi-disciplinary support functions in a medium to large-sized hospital
  

Preferred Industry

• Super-specialty / Multi-specialty Hospitals
  
• Healthcare Chains or Tertiary Care Hospitals