Operation Manager

Job Title: Operations Manager

Location: Shalby Hospitals – Vapi, Gujarat

Department: Hospital Operations

Reports To: Hospital Director / COO

Employment Type: Full Time

Job Summary: We are looking for a dynamic and proactive Operations Manager to oversee and coordinate all non-clinical services at Shalby Hospitals. The ideal candidate will ensure smooth functioning across hospitality, administration, housekeeping, billing, transport, linen services, room readiness, and overall patient experience. A strong communicator with a hospitality background, this individual will play a key role in delivering world-class service to patients and visitors alike.

Key Responsibilities:

Hospitality & Patient Experience

• Ensure a warm, welcoming, and empathetic environment for all patients, attendants, and visitors.
• Monitor front office staff performance and improve patient onboarding and discharge experience.
• Implement feedback systems (verbal, written, digital) to continually improve patient satisfaction.
• Handle VIP patient services and maintain protocols for high-profile cases.

Housekeeping & Cleanliness

• Supervise daily housekeeping schedules to ensure cleanliness and infection control across all hospital zones.
• Implement audits and checklists to maintain hygiene standards, especially in patient areas, ICUs, and operating theatres.
• Coordinate with vendors for supplies and quality of housekeeping materials.

Billing & Admissions

• Collaborate with the billing department to reduce billing errors, delays, and disputes.
• Ensure the admissions process is smooth, transparent, and patient-friendly.
• Train teams to handle queries about insurance, package inclusions, and medical cost estimates.

Room & Bed Management

• Oversee room allocation, discharge readiness, and bed availability in real time.
• Coordinate between wards, housekeeping, and maintenance to reduce patient wait times for rooms.
• Track occupancy, turnaround time (TAT), and capacity utilization.

Administration & Vendor Management

• Manage admin functions such as security, cafeteria, biomedical waste handling, and internal logistics.
• Liaise with vendors for timely delivery of services and supplies (linen, F&B, maintenance, etc.).
• Ensure AMC (Annual Maintenance Contracts) and utility services run smoothly and within budget.

Linen & Laundry Services

• Oversee the timely availability of clean linen for all departments.
• Monitor inventory levels, wastage, and linen damage.
• Ensure laundry processes meet hospital infection control standards.

Transport & Driver Coordination

• Supervise hospital vehicles, ambulance availability, and driver performance.
• Manage duty rosters, fuel usage, and maintenance of the vehicle fleet.
• Implement transport SOPs for emergency, patient pickup/drop, and home sample collection if applicable.

Customer Relationship & Grievance Handling

• Act as the escalation point for patient or family grievances related to non-clinical services.
• Resolve complaints promptly while maintaining a positive hospital image.
• Maintain detailed logs of issues, actions taken, and outcomes for management review.

Leadership & Team Management

• Lead and mentor department supervisors and team leads.
• Conduct regular training, briefings, and motivation sessions for staff.
• Foster a culture of ownership, accountability, and continuous service excellence.

Process Improvement & Reporting

• Develop and implement SOPs across departments for consistent service delivery.
• Monitor KPIs such as patient satisfaction scores, turnaround times, complaint resolution time, and operational costs.
• Present weekly/monthly operational reports to senior management with data insights and improvement plans.

Compliance & Safety

• Ensure adherence to NABH, fire safety, biomedical waste, and legal compliance requirements.
• Coordinate mock drills, safety checks, and documentation required for hospital accreditation.

Required skills and Qualifications:

• Bachelor's degree in Hospitality Management or Healthcare Administration.
• Minimum 1–3 years of experience in hospital or hotel operations, preferably in a leadership role.
• Excellent verbal and written communication skills.
• Strong leadership, interpersonal, and problem-solving abilities.
• Highly proactive with an eye for detail and service quality.
• Comfortable managing multiple departments and handling crises.

Preferred Qualities:

• Prior experience in NABH-accredited hospitals is a plus.
• Multilingual skills (especially English, Hindi, and local language) preferred.
• Empathetic, customer-focused, and a team motivator.

Job Type: Full-time

Pay: ₹30,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person