Manager on Duty

Job Purpose:

The Manager on Duty is responsible for overseeing the smooth functioning of hospital operations during the assigned shift. The role involves coordinating with clinical and non-clinical departments, addressing patient and attendant concerns, managing emergencies and operational issues, and ensuring compliance with hospital policies, safety standards, and service quality requirements.

Key Roles & Responsibilities

• Supervise and coordinate overall hospital operations during the assigned shift.
• Ensure smooth functioning of all clinical and non-clinical departments.
• Act as the key point of contact for operational issues during the shift.
• Coordinate with doctors, nursing, housekeeping, security, pharmacy, billing, diagnostics, maintenance, and other departments.
• Attend to patient and attendant concerns and ensure timely resolution.
• Monitor patient flow, admissions, discharges, transfers, and bed availability.
• Handle and escalate critical operational, patient-care, safety, and security issues appropriately.
• Coordinate during medical, fire, security, technical, and other emergencies as per hospital protocols.
• Ensure adequate staffing and proper deployment of manpower during the shift.
• Monitor cleanliness, hygiene, housekeeping standards, and overall hospital environment.
• Ensure availability and functioning of essential hospital services and equipment.
• Coordinate with the maintenance team for breakdowns, utilities, HVAC, electrical, plumbing, and other facility-related issues.
• Monitor security arrangements and address any security-related concerns.
• Ensure compliance with hospital SOPs, policies, statutory requirements, and accreditation standards.
• Monitor adherence to patient safety and infection prevention practices.
• Ensure proper documentation and reporting of incidents, complaints, and operational issues.
• Conduct regular rounds of the hospital and identify areas requiring immediate attention.
• Coordinate with the concerned HODs for timely resolution of departmental issues.
• Maintain effective communication between departments during the shift.
• Prepare and submit shift reports, incident reports, and other operational reports as required.
• Ensure proper handover of pending issues and critical information to the next shift.
• Support implementation of quality improvement initiatives and hospital operational policies.
• Assist management during audits, inspections, emergency drills, and accreditation activities.
• Ensure professional conduct and appropriate customer-service standards among hospital staff.
• Perform any other duties assigned by the Hospital Management / Operations Head.

Patient & Customer Service

• Ensure patients and attendants receive prompt and courteous assistance.
• Resolve service-related complaints within the scope of authority.
• Coordinate with relevant departments to minimize delays in patient services.
• Ensure appropriate escalation of unresolved or sensitive complaints to senior management.
• Maintain confidentiality of patient and hospital information.

Emergency & Incident Management

• Take immediate operational control during emergencies until the concerned authority takes charge.
• Coordinate with clinical teams, security, maintenance, and other departments during emergencies.
• Ensure emergency response protocols are followed.
• Document and report incidents to the appropriate management team.
• Participate in emergency preparedness and mock drills.

Reporting & Documentation

• Maintain the Manager on Duty shift logbook.
• Record significant incidents, complaints, delays, equipment breakdowns, and corrective actions.
• Prepare daily/shift operational reports.
• Ensure proper handover to the incoming MOD or concerned department.
• Follow up on unresolved issues until closure.

Key Performance Indicators (KPIs)

• Patient and attendant satisfaction.
• Timely resolution of operational complaints.
• Smooth hospital operations during assigned shifts.
• Compliance with hospital SOPs and policies.
• Incident response and escalation management.
• Effective interdepartmental coordination.
• Timely completion of shift reports and handovers.
• Reduction in operational delays and service gaps.
• Compliance with quality, safety, and accreditation requirements.