Job Description
The Branch Operations Manager is responsible for the overall operational performance of the hospital/vision center by ensuring seamless patient services, operational excellence, financial discipline, regulatory compliance, and people management. The role drives branch-level execution of operational strategies, SOPs, patient experience initiatives, revenue optimization, and quality standards while ensuring alignment with regional and organizational objectives.
Core Objectives
Ensure seamless day-to-day operations of the hospital.
Deliver exceptional patient experience and service quality.
Drive branch revenue, productivity, and operational efficiency.
Ensure implementation of corporate operational standards and SOPs.
Maintain NABH, statutory, and quality compliance.
Optimize resource utilization while maintaining cost efficiency.
Develop and lead a high-performing operations team.
Key Responsibilities Branch Operations Management:
Ensure smooth functioning of all operational areas including Front Office, OPD, Diagnostics, OT coordination, Billing, Pharmacy coordination, and Patient Services.
Implement and monitor operational SOPs issued by Corporate and Regional Operations.
Monitor daily operational dashboards including OPD, Surgery Conversion, OT Utilization, Revenue, Waiting Time, and Patient Flow.
Conduct daily operational rounds to ensure cleanliness, patient safety, equipment readiness, and service standards.
Ensure availability of operational resources, consumables, and infrastructure.
Coordinate with clinical and support departments to ensure uninterrupted patient
Patient Experience & Relationship Management:
Manage complete patient journey from registration to discharge.
Ensure smooth OPD registration and appointment management.
Minimize patient waiting time through effective coordination.
Address patient grievances promptly and ensure timely resolution.
Monitor patient feedback and implement corrective actions
Conduct patient satisfaction reviews and improve Net Promoter Score (NPS).
Ensure post-operative follow-up coordination and patient retention. Revenue & Financial Management:
Drive branch revenue by improving patient conversion and operational productivity.
Support achievement of OPD, Surgery, Optical, Pharmacy, and Diagnostic revenue targets.
Monitor branch operational expenses and ensure adherence to approved budgets.
Optimize material consumption and reduce operational wastage. 1
Identify opportunities for cost optimization without compromising patient care.
Prepare operational budget inputs and monthly variance reports. Quality, Compliance & Risk Management:
Ensure 100% implementation of NABH standards and quality protocols.
Maintain statutory compliance across operational functions.
Ensure patient safety and employee safety practices are followed.
Monitor incident reporting and ensure timely closure of corrective actions.
Support internal and external quality audits.
Ensure zero major compliance deviations. Team Management & Leadership:
Lead and supervise Front Office, Guest Relations, Billing, Counselling, Housekeeping coordination, and other operational teams.
Conduct daily huddles and operational review meetings.
Coach and mentor team members for continuous performance improvement.
Monitor attendance, productivity, and discipline.
Support recruitment, induction, training, and performance management.
Foster a culture of accountability, teamwork, and patient-centric service. Marketing & Business Development Support:
Coordinate community outreach programs, health camps, awareness programs, and patient education initiatives.
Support execution of local marketing activities.
Coordinate with Sales, Marketing, and Camp Teams for patient generation activities.
Track camp conversion and revenue outcomes.
Submit weekly business development and operational reports. Reporting & Governance:
Prepare daily, weekly, and monthly operational MIS reports.
Monitor branch KPIs and share performance dashboards with Regional Operations.
Participate in business reviews and operational governance meetings.
Support implementation of new operational initiatives and corporate projects.
Perform additional responsibilities assigned by Branch Head or Regional Operations.
Pay: ₹45,000.00 - ₹50,000.00 per month
Work Location: In person
