Operations In-charge - OPD

Job Summary:

The OPD Manager is responsible for overseeing the day-to-day operations of the Outpatient Department, ensuring a seamless patient experience, optimal utilization of resources, and adherence to hospital service standards. The role involves close coordination with consultants, patient care teams, and support departments to deliver efficient, patient-centric outpatient services.

Roles & Responsibilities:

Operational Management

• Supervise and monitor daily OPD operations including patient registration, scheduling, consultation, billing, and diagnostics coordination.
  
• Ensure smooth patient flow and minimal waiting time across all OPD counters and consultation rooms.
  
• Manage doctor schedules, appointment slots, and ensure timely communication of any changes.
  
• Coordinate with diagnostic, pharmacy, billing, and support teams for efficient service delivery.
  
• Monitor queue management, patient turnaround time, and appointment adherence.
  

Patient Experience & Service Quality

• Ensure high-quality patient interactions, focusing on courtesy, empathy, and communication.
  
• Address patient feedback and grievances promptly in coordination with the

  Patient Experience Team

  .
• Implement process improvements based on patient satisfaction surveys and NPS data.
  
• Ensure OPD staff adherence to hospital protocols, grooming, and service standards.
  

People & Resource Management

• Lead, train, and motivate Patient Care Coordinators (PCCs), reception staff, and support teams.
  
• Create and monitor staff duty rosters, manage attendance, and allocate manpower efficiently based on patient load.
  
• Conduct periodic team briefings and skill development sessions for staff.
  
• Evaluate team performance and provide feedback to enhance productivity and service quality.
  

Coordination & Reporting

• Collaborate with medical coordinators, consultants, and nursing teams for smooth OPD functioning.
  
• Coordinate with IT, Biomedical, and Facility teams for maintenance and technical support in OPD areas.
  
• Generate and review daily MIS reports on patient footfall, revenue, and operational efficiency.
  
• Track OPD performance metrics

  footfall, revenue per patient, appointment cancellations, and doctor utilization

  .

Compliance & Safety

• Ensure adherence to

  NABH / JCI standards

  , infection control guidelines, and hospital policies.
• Oversee the upkeep and cleanliness of OPD areas in coordination with housekeeping and facility teams.
  
• Ensure safe handling of medical records, patient data, and equipment.