Senior Manager - Operations

Role

To oversee the clinic's day-to-day operations, ensure an efficient and welcoming patient experience, coordinate staff and resources, monitor operational and financial performance, and support compliance with applicable healthcare requirements. Clinical decisions remain the responsibility of qualified healthcare professionals.

1. Daily Clinic Operations

• Oversee the daily functioning of the clinic, including opening, closing, and readiness of faciities.
• Coordinate doctor schedules, appointments, consultations, follow-ups, and patient flow.
• Reduce avoidable waiting times and resolve operational bottlenecks.
• Create, maintain, and implement standard operating procedures (SOPs).
• Ensure premises, equipment, and support services are ready and properly maintained.

2. Patient Experience and Service Quality

• Supervise reception, front-desk operations, and patient coordination.
• Ensure patients receive courteous, timely, and professional service.
• Handle service-related complaints and escalate clinical concerns to the appropriate clinician.
• Monitor patient feedback, satisfaction, and follow-up processes.
• Ensure patient information and medical records are handled confidentially.

3. Staff Management

• Coordinate recruitment, onboarding, training, duty rosters, and staff attendance.
• Supervise administrative and support staff and clarity individual responsibilities.
• Coordinate daily work with doctors, nurses, therapists, phlebotomists, and other team members, as applicable
• Conduct team meetings and performance reviews.
• Address conduct or performance issues fairly and promptly.

4. Billing, Revenue, and Cost Control

• Oversee billing, collections, refunds, and payment reconcillation.
• Review daily revenue and prepare monthly operational and financial summaries.
• Monitor expenses and support budget planning and cost control.
• Track service utilisation, appointment conversion, and agreed business targets.
• Identity practical opportunities to improve efficiency and clinic performance.

5. Inventory and Vendor Management

• Monitor medical supplies, consumables, and other stock relevant to the clinic.
• Maintain stock records, reorder levels, and expiry checks where applicable.
• Coordinate purchasing, vendor communication, and service contracts.
• Ensure equipment servicing and calibration records are maintained where required. 6. Compliance, Hygiene, and Safety
• Support compliance with applicable healthcare laws, licences, and clinic policies.
• Maintain required administrative records, consent documentation, and audit files.
• Coordinate cleanliness, infection-control processes, biomedical waste handling, and emergency preparedness as applicable.
• Report safety incidents, risks, and compliance gaps promptly to clinic leadership.
• Protect patient confidentiality and restrict access to records appropriately.

7. Patient Engagement and Business Support

• Coordinate appointment reminders and appropriate patient follow-up.
• Support ethical marketing, patient education activities, and clinic communications.
• Monitor repeat visits, referral activity, and patient retention measures.
• Coordinate with management on service improvements and growth initiatives.

8. Reporting and Key Performance Indicators (KPls)

• Provide daily or weekly updates on appointments, waiting times, staffing, and operational issues.
• Prepare monthly reports on revenue, expenses, patient feedback, stock, and service performance.
• Track agreed KPls such as patient satisfaction, appointment utilisation, cancellations, follow-up completion, and cost control.
• Maintain an action log for problems, owners, deadlines, and resolution status.

Pay: ₹35,000.00 - ₹40,000.00 per month

Ability to commute/relocate:

• Whitefield, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person