Floor Coordinator

Floor Manager – Key Responsibilities

The Floor Manager is responsible for ensuring the smooth and efficient functioning of daily operations across all departments within the clinic. Key duties include, but are not limited to:

1. Operational Readiness

• Ensure adequate inventory is available across departments.
• Verify functionality of queue management systems, cash change availability, and hardware/software systems.
• Check attendance, grooming, and readiness of all clinic staff, including housekeeping and security.

2. Staffing & Coordination

• Coordinate with the Center/Assistant Manager for backup staffing in case of absenteeism (Technicians, Phlebotomists, Doctors, etc.).
• Communicate clinic readiness or gaps to the Head Office via PRI.

3. Facility & Cleanliness Oversight

• Conduct regular checks for cleanliness in all clinic areas: reception, waiting lounge, pantry, stairways, toilets, and testing areas.
• Supervise housekeeping and maintenance staff to ensure hygiene and upkeep standards.

4. Patient & Doctor Coordination

• Inform respective departments about booked procedures/investigations.
• Confirm doctor schedules (chamber/reporting) and communicate any changes to reception, CRM, and patients.
• Provide doctors with expected patient volumes in advance for scheduling.

5. Patient Experience & Human Touch

• Be

  constantly present

  in the patient-waiting area to assist patients and address queries or complaints.
• Engage with patients regularly, ensuring a warm and helpful experience.
• Educate patients about their investigations and provide personalized assistance where needed.
• Give special attention to corporate clients and health package patients, including their meals and scheduling.

6. SOP & Front Desk Monitoring

• Ensure reception staff follows Standard Operating Procedures (SOP) at all times.
• Assist during peak hours in billing procedures.
• Coordinate with the IT department for rectification of patient details or technical issues.

7. Turnaround Time (TAT) & Report Management

• Liaise with testing departments and Phlebotomy to maintain minimal TAT for patient reports.
• Monitor urgent reports daily and update referred doctors. Share report status with HO between 4–5 PM.

8. Grievance & Emergency Handling

• Report any patient-related or operational grievances (e.g., machine breakdowns, technician shortages) to Center/Assistant Manager immediately.
• In case of emergencies, promptly escalate to designated emergency contacts and team.

9. Sales & Business Support

• Review OPD prescriptions to identify potential for additional tests and health packages.
• Convince and guide patients regarding recommended diagnostics to boost business.
• Oversee posting of daily discounts/refunds and seek necessary approvals from HO.

10. Supervision & Administrative Support

• Ensure all billing counters, helpdesks, and departments are appropriately staffed during office hours.
• Manage tasks such as:
• Attending patient/relative queries
• Ordering and taking stock
• Supervising cleanliness and visual displays
• Conducting team meetings
• Recruiting, onboarding, and training new staff
• Delegating workload and supervising overall staff performance
• Performing ad hoc duties and supporting the Center Manager with miscellaneous operations

11. Feedback & Liaison

• Ensure patient feedback forms are distributed, filled, and collected.
• Maintain good communication and coordination with Reporting Doctors, Referring Doctors, and Marketing teams when necessary.