Head-Medical Operations & Quality-North India

Role & responsibilities

1. Medical Operations Management

• Oversee day-to-day medical operations across all departments to ensure efficiency and clinical effectiveness.
• Coordinate with clinical and non-clinical teams to support seamless patient flow and minimize operational bottlenecks.
• Monitor and improve KPIs related to clinical operations

2. Service Excellence

• Lead hospital-wide service excellence programs to enhance the overall patient experience.
• Collaborate with departments to implement best practices in hospitality, communication, and clinical touchpoints.
• Regularly assess service delivery models and recommend improvements based on patient needs and expectations.

3. Patient Feedback Mechanism

• Design and manage a robust system for capturing and analyzing patient feedback (surveys, complaints, reviews).
• Ensure timely closure of patient grievances and implement service recovery protocols.
• Provide periodic analysis of feedback trends and drive corrective and preventive actions.

4. Quality Assurance & NABH Compliance

• Lead preparation and maintenance of compliance with NABH accreditation and other statutory/quality certifications.
• Develop internal audit systems and coordinate hospital-wide quality audits.
• Train and guide teams on NABH standards, documentation, and process adherence.

5. SOPs, Protocols & Clinical Standardization

• Develop, implement, and monitor standard operating procedures (SOPs) and clinical protocols in collaboration with department heads and clinical experts.
• Standardize medical and operational practices across all units to ensure uniformity and best outcomes.
• Ensure ongoing training and compliance for all staff with established protocols.

6. Data Analytics & Reporting

• Analyze operational, clinical, and quality data to drive improvements and strategic decisions Generate periodic reports for management review on quality metrics, patient satisfaction, and service delivery.

7. Team Leadership & Stakeholder Management

• Lead cross-functional quality and operations teams to meet organizational goals.
• Liaise with internal and external stakeholders including consultants, accreditation bodies, and regulatory authorities.
• Mentor and build capacity of quality officers and operations staff.

Preferred candidate profile

• Strong leadership and communication skills
• In-depth understanding of NABH standards and quality frameworks
• Proficient in SOP development, training, and auditing
• Excellent analytical and decision-making skills
• Ability to drive cross-functional initiatives and manage change

Interested candidate can share updated resume at jyoti@symbiosisindia.net