Senior Operations Manager

ProfileJob TitleAGM OperationsDepartmentPatient Care Servivces - OperationsLocation / UnitSarvodaya Hospital, Sector 8, FaridabadPosition Reports toDirector - Quality & Medical ServicesKey RelationshipAll doctors, All nurses, All paramedical staff, Guest Relations and all HODs.Main Objective of the RoleResponsible for leading and managing the day-to-day non-clinical functions of a 500-bedded hospital ensuring efficient OPD, IPD, ER and diagnostic services, strong revenue assurance, superior patient experience, regulatory compliance, and seamless coordination across departments.Key ResponsibilitiesOPD Operations

Radiology & Diagnostics Operations

IPD Admissions, Counselling & Estimates

Cash, Billing & Follow-up

Emergency Room (ER) Management

Facility Management (HK, GDA & Support Services)

Grievance Redressal & Patient Experience

• Oversee smooth functioning of OPD registration, scheduling and patient flow.

• Monitor OPD footfalls, waiting time and patient experience.

• Coordinate with consultants and diagnostics for optimal OPD efficiency.

• Monitor OPD billing accuracy, cash collection and revenue capture.

• Address and resolve OPD-related patient complaints and service issue promptly.

• Drive process improvements to enhance OPD efficiency and patient experience.

• Ensure compliance with hospital SOPs, quality and safety standards.

• Monitor OPD footfalls, peak-hour management an queue control.

• Ensure smooth operations of radiology and diagnostic services by optimizing modalities minimizing waiting times and enhancing patient experience.

• Monitor reporting TATs, patient coordination and revenue capture..

• Ensure compliance with safety and quality standards.

• Oversee IPD admission processes including bed allocation.

• Ensure timely counselling, preparation of estimates and reconfirmation.

• Monitor re-counselling for deviations and patient consent.

• Ownership of bed utilization through admissions, ER conversion & discharge planning.

• Control ALOS via proactive discharge coordination (without clinical compromise).

• Ensure cash collections, deposits and follow-up processes.

• Coordinate with billing and finance for pending payments.

• Monitor daily revenue and variance reports.

• Monitor daily cash collections, deposits, and reconciliation with finance.

Ensure timely cash counselling and financial clearance prior to admission and discharge

• Ensure round-the-clock ER operational readiness.

• Coordinate with clinical teams for patient flow and admissions.

• Monitor response times, documentation and billing accuracy.

• Drive admissions through counselling, bed availability & financial clearance.

• Oversee housekeeping, GDA and support services across OPD, IPD, ER, ICUs, diagnostics and public areas.

• Ensure high standards of cleanliness, hygiene and infection control as per NABH and hospital protocols.

• Monitor manpower deployment, shift planning and productivity of HK and GDA staff.

• Coordinate with infection Control Team to ensure sompliance with cleaning schedules, audits and corrective actions.

• Conduct regular audits, inspections and surprise checks to ensure facility standards.

• Ensure prompt resolution of facility-related compliants raised by patients attendants or staff.

• Oversee the patient grievance redressal mechanism across all touchpoints (OPD, IPD, ER, diagnostics, billing, TA and support services.

• Ensure timely acknowledgement, investigation and closure of patient complaints.

• Coordinate with clinical and non-clinical teams to resolve issues at first point of contact wherever possible.

• Monitor high-risk and escalated complaints and ensure senior-level intervention when required.

• Analyze complaint trends and identify systemic gaps for corrective and preventive actions.

• Drive service recovery initiatives to restore patient confidence and satisfaction.

• Ensure documentation, tracking and reporting of grievances as per SOPs and quality standards.

• Use patient feedback, complaints and surveys to implement service improvement actions.

• Ensure compliance with NABH / statutory requirements related to patient rights and grieveance handling.

Major Job Qualifications / Specific SkillsRequired Education:Bachelor or Diploma Degree/ Masters in Healthcare Administration, Business Administration, Computer Application or an Equivalent DegreePreferred Education:
Certification in Data Analysis/Hospitality Management**Experience:**1015 years in hospital/non-medical healthcare operations **Knowledge and Specific Skills:**Operations Management, Leadership, Communication, Analytical Skills, Emotional Intelligence.Required Critical Behavioral Competencies
(Refer to Annexure for definitions)

• Passion for Excellence
• Result Orientation
• Coaching Empowerment & Team Development
• Communication Skill
• Customer Focus
• Risk Taking
• Integrity & Ethics
• Service Orientation
• Building Relationships & Partnerships
• Leadership & Influencing
• Strategic Thinking & Execution
• Planning & Organizing
• Problem solving and Decision Making
• Functional Expertise
• Negotiation