Operations Manager / Sr Manager

Operations Head

Job Purpose:

Develop and Manage hospital operation areas to ensure maximum patient satisfaction is achieved with highest quality of service standards across the organization.

Responsibilities:

Clinical, Quality Improvement and Compliance

• Establish and maintain performance metrics to monitor the effectiveness and efficiency of healthcare delivery.
• Maintain accreditation standards (NABH, NABL, ISO), ensure 100% statutory compliance, and lead internal & external audit closures.
• Coordinate with clinical leadership to ensure adherence to clinical protocols, infection control, and high-quality patient outcomes

Patient Satisfaction & Experience

• Monitor patient satisfaction levels and work closely with clinical teams to enhance patient experience.
• Ensure that patient-centered care is consistently prioritized, creating a positive environment for patients, families, and staff.
• Design & implement a Happy Patient Experience across all the facilities
• Ensure that all complaints that are captured on a daily basis are closed as per SLA with Initial action taken and Permanent Counter Measure
• Conduct root cause analysis and ensure that processes are streamlined for enhance customer experience.
• Conduct regular training for employees to deliver patient delight across all touch points. Measure training effectiveness through KPIs.
• Share daily customer feedback scorecards that would be taken from customer feedback / customer voice.
• Ensure that a detailed Customer Intelligence Report is prepared on a monthly basis, covering all departments, and the same is shared with all HODs in Monthly Managers review.
• Responsible for overall Service excellence, implementation and process improvement
• Highest TLC moments captured for the unit. Always coordinate with the various departments to create special moments.
• Custodian for driving TLC moments in the Hospital.

Operations - IP, OP, Emergency:

• To monitor entire OP, IP, emergency services.
• Tracking IP to OP conversion on daily basis.
• Ensure OP TAT time to be maintained & track on a daily basis.
• Reduce OP billing & registration wait time.
• Ensure emergency team co-ordinate with the admission team for prioritization of emergency admission.
• Co-ordination with the nursing & transportation team for emergency sample transportation
• Responsible to assist in VIP arrivals. He/she will also play a key in rapport building with the patients and attendees.
• Coordinate with the consultants & all stake holders to speed up the discharge process.
• Focuses on decreasing the hospital length of stay by intervening early in the discharge process to impact timely discharge
• Analysis of delay in discharges on daily basis & share the reports with all stake holders.
• Maintain discharge TAT daily basis.

Team Management & Manpower Management:

• Manpower planning and selection of the staff for the non-medical services in coordination with HR department
• Lead and mentor operational leaders and department heads, ensuring alignment with organizational goals and performance expectations.
• Foster a culture of collaboration, accountability, and excellence across all teams.
• Promote a high-performance culture with clear KPIs and accountability.
• Support talent development and succession planning.
• Ensure effective manpower planning, performance management, and succession planning.
• Foster a culture of service excellence and continuous improvement.
• Ensure Skill Gap Identification and execution of required trainings to ensure high performance
• Administering the work of Facility Management Team - Housekeeping, Security, Pest control, etc

Regulatory & Stakeholder Management

• Liaise with government, statutory bodies, and healthcare regulators.
• Ensure adherence to legal, environmental, and ethical standards.
• Build and manage relationships with consultants, vendors, and key stakeholders.
• Monitoring safety and security services of the office on top priority ensuring safety norms
• Executing policies that promote & protect health, safety, security, and the quality of work life, the environment and organizational effectiveness

Digital Transformation & Automation

• Implement and upgrade digital platforms for improved workflow efficiency and data-driven decision-making.

Branding & Marketing:

• Collaborate with the marketing team for branding and outreach.
• Collaborate with the marketing and public relations teams to promote the organization’s services and community engagement.

Qualifications & Required Skills:

• Graduate in Medicine (MBBS) or Hospital Administration preferred; MBA/PGDM in Healthcare Management or equivalent
• At least 10-15 years of progressive leadership experience in hospital operations.
• Strong background in managing large, multicausality facilities including hospitals, outpatient services, and healthcare networks.
• In-depth knowledge of healthcare regulations, compliance, quality improvement, and patient safety standards.
• Strong operational and strategic leadership skills, with the ability to develop and execute large-scale organizational strategies.
• Financial acumen, with experience managing budgets, financial performance, and cost-reduction initiatives.
• Excellent communication, negotiation, and interpersonal skills for dealing with a diverse range of stakeholders.