Senior Executive / Office (Floor Manager)

Role :

The Floor Manager / Floor Coordinator plays a pivotal role in ensuring a seamless and pleasant hospital stay for patients and attendants. The incumbent acts as a single point of contact for all non-clinical patient needs, ensuring quick resolution of issues related to food, housekeeping, maintenance, billing, and discharge processes within defined turnaround time (TAT).

Preferred candidate profile

Key Responsibilities:

Patient Experience Management:

• Ensure every patient and attendant receives courteous, prompt, and professional service during their hospital stay.
  
• Conduct regular floor rounds to interact with patients and identify any service gaps proactively.
  
• Coordinate with Nursing, F&B, Housekeeping, Maintenance, and Billing teams to ensure smooth operations and timely service delivery.
  
• Monitor patient feedback and ensure all non-clinical complaints are resolved within defined TAT.
  
• Maintain a high standard of cleanliness, comfort, and service ambiance across the assigned floors.
  

Complaint & Issue Resolution:

• Act as the first point of contact for all non-clinical patient grievances related to food, housekeeping, maintenance, or discharge delays.
  
• Log, track, and ensure closure of complaints within stipulated timelines.
  
• Escalate unresolved issues to the concerned department head when necessary.
  
• Analyze recurring complaints and coordinate for corrective and preventive action.
  

Discharge & Coordination:

• Facilitate timely discharge by coordinating with billing, pharmacy, and nursing teams.
  
• Ensure communication of discharge readiness to patients and families in a timely manner.
  
• Monitor discharge TAT and identify bottlenecks for process improvement.
  

Communication & Documentation:

• Maintain daily floor reports on patient experience, service issues, and complaint resolution.
  
• Share daily handover notes with the next shift for continuity of care.
  
• Participate in daily operational meetings and contribute feedback for service improvement.