Quality & Operation Manager

Job Description — Manager, Quality & Operations

Vedansh Hospital, Dadri

Position: Manager — Quality & Operations

Reports To: DMS

Department: Quality & Operations

1. ROLE SUMMARY

The Manager — Quality & Operations establishes, implements, and maintains Vedansh Hospital's quality framework, ensuring smooth operational workflows across departments. This role ensures SOP compliance, service excellence, staff training, performance audits, and continuous improvement across clinical and non-clinical functions.

2. KEY RESPONSIBILITIES

A. Quality Assurance & SOP Implementation

· Develop, review, and update Standard Operating Procedures (SOPs) for all departments.

· Ensure compliance with hospital policies and regulatory standards.

· Conduct process mapping and identify gaps for improvement.

· Lead quality initiatives aligned with NABH principles (pre-accreditation readiness).

B. Training & Skill Development

· Prepare training calendars for FO, nursing, paramedical, GDA, and housekeeping staff.

· Supervise onboarding training for new employees.

· Ensure department-wise competency evaluations are performed.

· Monitor training effectiveness through assessment tests and practical evaluations.

C. Operational Oversight

· Monitor day-to-day functioning of front office, housekeeping, billing, TPA, and support services.

· Ensure discipline, punctuality, and attendance adherence of operational teams.

· Coordinate with DMS and DNS for smooth OPD/IPD workflow.

· Ensure discharge process TAT, registration accuracy, and billing compliance.

D. Audit & Compliance

· Conduct internal audits for all departments weekly/monthly.

· Track non-compliances and ensure timely CAPA (Corrective & Preventive Action).

· Maintain audit documentation for regulatory readiness.

· Supervise evaluation of hygiene, infection control, and OT protocols in coordination with ICN.

E. Patient Experience & Service Excellence

· Implement a patient feedback mechanism (IPD/OPD).

· Ensure prompt resolution of patient complaints.

· Monitor waiting times, queue management, and crowd flow.

· Work with FO Manager to improve patient handling and service culture.

F. Data & Reporting

· Submit daily operational reports to the Director/CEO and DMS.

· Prepare weekly dashboards (TAT, audit findings, feedback scores, error trends).

· Track KPIs for FO, housekeeping, billing, TPA, and support departments.

· Maintain all documentation related to quality and compliance.

G. Cross-Department Coordination

· Support DMS in coordinating clinical operations where required.

· Work with DNS to ensure nursing process compliance.

· Coordinate with Admin, Maintenance, Biomedical, and IT for service improvement.

· Ensure seamless communication between departments and management.

3. Required Skills & Competencies

· Strong understanding of hospital operations and quality systems.

· Knowledge of NABH standards.

· Excellent communication and coordination skills.

· Ability to conduct training and audits independently.

· Problem-solving and analytical mindset.

· Proficiency in MS Office and hospital documentation.

· Ability to work under pressure and multitask effectively.

4. Key Performance Indicators (KPIs)

· SOP implementation rate.

· Audit compliance and reduction in non-conformities.

· Training completion rate and competency levels.

· Discharge TAT improvement.

· Front office accuracy (registration and billing error percentage reduction).

· Patient satisfaction and complaint resolution time.

· Documentation readiness for regulatory compliance.

6. Personal Attributes

· High integrity and professionalism.

· Leadership with positive influence over the team.

· Attention to detail.

· Strong follow-up and proactive approach.

· Patient-centric attitude.

Job Type: Full-time

Pay: ₹30,000.00 - ₹40,000.00 per month

Experience:

• total work: 1 year (Preferred)

Work Location: In person