Head Operations

Role & responsibilities

Head of Operations

Key Roles & Responsibilities

1. Operational Leadership & Strategic Efficiency

• Departmental Oversight:

  Provide strategic direction and daily management for all non-clinical functions, including Front Office, Housekeeping, Security, Facility Maintenance, and Food & Beverage (F&B).

• Throughput Optimization:

  Drive initiatives to reduce

  Bed Turnaround Time (TAT)

  and streamline discharge protocols to maximize bed occupancy and revenue.

• Ancillary Service Management:

  Monitor and enhance the operational efficiency of Diagnostic Imaging, Laboratory services, and Pharmacy to ensure timely delivery of care.

2. Quality Assurance & Regulatory Compliance

• Audit Readiness:

  Maintain a state of constant "audit-readiness" for

  NABH, NABL

  , and all statutory local licenses (Fire, Pollution Control, Health, and Bio-Medical Waste).

• Standardization:

  Develop, implement, and rigorously monitor

  Standard Operating Procedures (SOPs)

  across all administrative and support departments.

• Clinical Governance:

  Lead the Quality Improvement Committee, overseeing incident reporting protocols and root cause analysis (RCA) to minimize operational risks.

3. Patient Experience & Service Excellence

• Grievance Redressal:

  Act as the final escalation point for patient concerns, resolving grievances proactively to maintain a high

  Net Promoter Score (NPS)

  .

• Seamless Patient Journey:

  Audit and improve the end-to-end patient lifecycle, from smooth admission desk interactions to efficient billing and insurance clearance.

4. Stakeholder Management & Collaboration

• Cross-Functional Liaison:

  Act as the primary bridge between the

  Medical Head, Nursing Head, and Administrative staff

  to ensure clinical and non-clinical goals are aligned.

Preferred candidate profile

• Experience:

  10+ years of healthcare operations experience, with at least 5 years in a leadership role within a large multispecialty hospital.

• Education:

  MHA (Masters in Healthcare Administration), MBA in Operations, or an equivalent degree.

• Core Competencies:

  Deep knowledge of NABH standards, financial acumen (OPEX management), and a "patient-first" leadership philosophy.