Key Responsibilities1. Hospital Operations Management
- Manage the daily operations of all hospital departments to ensure efficient functioning.
- Ensure smooth patient flow from admission to discharge.
- Monitor bed occupancy, patient turnaround time, and operational efficiency.
- Ensure uninterrupted functioning of all support services.
- Coordinate with department heads to resolve operational issues.
2. Patient Experience
- Monitor patient satisfaction and service quality.
- Ensure implementation of patient-centric initiatives.
- Resolve patient and attendant grievances promptly.
- Improve patient journey through continuous process improvements.
- Monitor discharge turnaround time (TAT).
3. Department Coordination
Coordinate with:
- Medical Services
- Nursing Services
- Emergency Department
- Operation Theatre (OT)
- ICU
- Pharmacy
- Laboratory
- Radiology
- Housekeeping
- Security
- Engineering & Maintenance
- Biomedical Department
- Front Office
- Billing & TPA
- HR & Administration
Ensure effective communication and coordination among all departments.
4. Quality & NABH Compliance
- Ensure compliance with NABH standards and hospital policies.
- Conduct regular operational audits.
- Implement corrective and preventive actions (CAPA).
- Monitor infection control and patient safety practices.
- Participate in quality improvement initiatives.
5. Resource Management
- Optimize manpower utilization.
- Monitor departmental productivity.
- Ensure adequate staffing and resource allocation.
- Coordinate with HR for recruitment, onboarding, and training.
6. Financial & Cost Control
- Monitor departmental operational costs.
- Improve productivity while controlling expenses.
- Support budgeting and cost optimization initiatives.
- Ensure efficient utilization of hospital assets and consumables.
- Monitor departmental revenue and operational KPIs.
7. Vendor & Facility Management
- Supervise outsourced services (Housekeeping, Security, Laundry, Biomedical, Cafeteria, etc.).
- Monitor vendor performance as per SLA.
- Ensure preventive maintenance of hospital infrastructure and equipment.
- Coordinate annual maintenance contracts (AMC/CMC).
8. Statutory & Regulatory Compliance
Ensure compliance with:
- NABH Standards
- Fire & Life Safety Norms
- Biomedical Waste Management Rules
- Clinical Establishments Act (where applicable)
- Labour Laws
- Pollution Control Board Guidelines
- Local Municipal Regulations
- Hospital SOPs and Policies
9. Risk Management
- Identify operational risks and implement mitigation plans.
- Investigate operational incidents and patient complaints.
- Ensure implementation of CAPA.
- Maintain emergency preparedness plans.
10. Training & Team Development
- Conduct operational training for staff.
- Mentor department supervisors and executives.
- Promote a culture of teamwork and accountability.
- Support leadership development initiatives.
11. MIS & Reporting
Prepare and review:
- Daily Hospital Census
- Bed Occupancy Report
- Average Length of Stay (ALOS)
- Patient Satisfaction Scores
- OPD/IPD Statistics
- OT Utilization Report
- Discharge TAT
- Incident Reports
- Revenue & Productivity Reports
- Monthly Operational Dashboard
- Vendor Performance Reports
- NABH Compliance Reports
Key Performance Indicators (KPIs)
- Bed Occupancy Rate (BOR)
- Average Length of Stay (ALOS)
- Patient Satisfaction Score (NPS/Feedback)
- Discharge TAT
- Emergency Response Time
- OPD/IPD Growth
- OT Utilization
- Complaint Resolution TAT
- Infection Control Compliance
- NABH Audit Score
- Vendor SLA Compliance
- Operational Cost Control
- Department Productivity
- Employee Engagement
Qualifications
- Master's Degree in Hospital Administration (MHA) / Hospital Management (MHM) / MBA (Healthcare Management).
- Bachelor's degree in Life Sciences, Healthcare, Nursing, Pharmacy, or a related field.
Experience
- 7–10 years of experience in hospital operations.
- Minimum 3–5 years in a managerial role within a multi-specialty hospital.
Technical Skills
- Hospital Information System (HIS)
- Microsoft Office (Excel, Word, PowerPoint)
- Hospital Quality & NABH Standards
- Operational Analytics & MIS
- Budgeting and Cost Control
- Vendor & Facility Management
- Project Management
Behavioural Competencies
- Leadership and Team Management
- Strategic Thinking
- Decision Making
- Problem Solving
- Excellent Communication
- Stakeholder Management
- Customer Service Orientation
- Conflict Resolution
- Time Management
- Negotiation Skills
- Accountability
- Adaptability
Working Conditions
- Six-day working week as per hospital policy.
- Availability for emergency situations, on-call duties, and extended working hours as required.
- Frequent interaction with patients, consultants, staff, vendors, and regulatory authorities.
Authority & Decision-Making
The Operations Manager is authorized to:
- Coordinate and supervise day-to-day hospital operations.
- Allocate operational resources in consultation with department heads.
- Escalate critical operational issues to the Unit Head/COO.
- Recommend process improvements and cost optimization measures.
- Monitor vendor performance and ensure SLA compliance.
- Lead emergency response coordination and operational incident management.
This Job Description is suitable for a 100–500 bed multi-specialty hospital and can be tailored based on the hospital's size, specialties, and organizational structure.
Pay: ₹40,000.00 - ₹65,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
