Operations Executive

The Senior Operations Executive will play a key role in managing hospital operations, ensuring the seamless functioning of services, and leading initiatives to improve operational efficiency. This role involves supervising teams, monitoring service quality, resolving operational issues, and supporting the hospitals mission to provide outstanding patient care. The Senior Operations Executive will also collaborate closely with clinical and administrative departments to enhance the overall patient experience and hospital performance.

Roles and responsibilities

Operations Management:

Collaborate with department heads and staff to ensure patient care standards are met and operational issues are addressed promptly.

Staff Supervision & Coordination:

Conduct regular team meetings to discuss operational challenges and solutions and monitor staff compliance with hospital protocols.

Patient Experience Enhancement:

Ensure that hospital services, including admissions, billing, discharge, and housekeeping, are aligned to provide a seamless patient experience.

Address and resolve patient or visitor concerns promptly and efficiently, maintaining Zoi Hospitals commitment to compassionate care.

Quality & Compliance:

Participate in internal audits and quality assurance initiatives to continually improve hospital processes.

Support the implementation of quality improvement projects aimed at enhancing operational efficiency and patient safety.

Inventory & Resource Management:

Collaborate with the procurement team to forecast resource requirements and ensure timely replenishment.

Implement cost-control measures to optimize hospital resources and reduce operational expenses.

Emergency & Crisis Management:

Coordinate emergency drills and ensure staff readiness for handling crises in compliance with hospital protocols.

Data Analysis & Reporting:

Generate reports for senior management on operational efficiency, patient feedback, resource utilization, and areas of improvement.

Assist in creating action plans based on operational data to enhance performance and patient care.

Continuous Improvement:

Participate in cross-functional teams to drive hospital-wide initiatives aimed at operational excellence and patient satisfaction.

Stay updated with industry trends, regulatory changes, and best practices in hospital operations to ensure Zoi Hospital remains competitive.

Organizational competency

• Listening:

  Actively listens to patients and visitors without interrupting, seeking to understand their concerns or requests fully before responding.

• Integrity:

  Consistently communicates accurate information to patients, colleagues, and other departments. If theres a delay or issue, they are honest and transparent about it.

• Accountability:

  They follow up to confirm that a patient's concerns have been addressed, whether its about scheduling, billing, or any other query

• Performance:

  Works efficiently to ensure that patient registrations, appointments, and inquiries are handled in a timely manner.

Technical competency

• Patient Management Software Proficiency:

  Proficiency in hospital management software, ensuring that patient data is entered accurately and appointments are scheduled without errors. Ensures patient records are updated in real-time to prevent discrepancies.

• Effective Communication and Coordination:

  Communicates clearly and concisely with patients, internal departments, and insurance providers. Uses appropriate channels to escalate issues and coordinates with billing, clinical staff, and housekeeping to ensure patient needs are met.

• Time Management:

  Ensures that each task such as phone calls, registrations, and patient inquiries are completed accurately and on time.

• Basic Billing and Cash Handling:

  Understands hospital billing procedures and can assist patients with basic billing queries. Accurately handles payments, receipts, and cash reconciliation at the end of the day.

Behavioral Competencies

• Empathy and Compassion:

  Responds to concerns with care and empathy, ensuring patients feel valued and understood.

• Professionalism and Patience:

  Maintains professional behavior at all times, even in stressful or high-pressure situations. Remains calm and composed when dealing with difficult patients or complicated queries.

• Problem-solving and Initiative:

  Proactively addresses issues that arise, such as scheduling conflicts or patient complaints.

• Adaptability and Flexibility:

  Adapts quickly to changes, or alterations in hospital policies & Is open to learn new procedures and technologies to enhance their performance.