Assistant Operations & service Manager

Keka Technologies Private Limited; Pune District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Keka Technologies Private Limited in Pune invites an experienced Operations & Service Manager to lead and optimize patient service operations across the organization. You will develop and upgrade service modules, ensure high-quality patient care, and drive cross-functional coordination among medical teams to deliver seamless services.

The role demands strong leadership, process management, and analytical skills, with a focus on patient satisfaction, SOP compliance, and continuous improvement

Qualifications

• Bachelor's degree in Healthcare Management, Hospital Administration, Life Sciences, BMS/BHMS.
• Master's degree (MHA, MBA in Healthcare) preferred.

Responsibilities

• Develop and implement new service modules aligned with clinical protocols.
• Upgrade existing services based on outcomes and patient feedback.
• Standardize and implement SOPs across all service functions.
• Monitor execution and compliance of service delivery processes.
• Ensure consistency in patient experience across departments.
• Coordinate with Doctors, Dietitians, Physiotherapists, and other teams to ensure smooth OPD scheduling.
• Lead and mentor Team Leaders, Service Coordinators, and support staff.
• Collaborate with medical experts to develop patient education materials and promotional content.

Skills

Leadership

Process management

Analytical skills

Stakeholder coordination

Patient satisfaction

Education

Bachelor's degree in Healthcare Management, Hospital Administration, Life Sciences, BMS/BHMS

Master's degree (MHA, MBA Healthcare) preferred

Tools

Microsoft Office

CRM/HMIS

Reporting tools

Job description

Reporting To: General Manager – Operations / Director

Job Summary

We are seeking an experienced and dynamic Operations & Service Manager to lead and optimize patient service operations across the organization. The role is responsible for developing and upgrading service modules, ensuring high-quality patient care, managing cross-functional medical teams, driving operational excellence, monitoring service quality, leading service coordinators, and implementing continuous improvement initiatives. The ideal candidate should possess strong leadership, process management, analytical, and stakeholder coordination skills while maintaining the highest standards of patient satisfaction.

Key Responsibilities

• Develop and implement new service modules aligned with organizational treatment protocols.
• Upgrade existing healthcare services based on clinical outcomes, patient feedback, and operational requirements.
• Standardize and implement SOPs across all service functions.
• Monitor execution and compliance of service delivery processes.
• Ensure consistency in patient experience across all departments.

2. Quality Assessment – Appointments & Service Delivery

• Monitor the quality and effectiveness of appointments for Doctors, Dietitians, Physiotherapists, Meditation Coaches, and other healthcare professionals.
• Ensure timely scheduling and optimal patient flow.
• Conduct regular quality audits and service reviews.
• Analyze patient feedback and implement corrective and preventive actions.
• Drive continuous improvement in patient satisfaction and service standards.

3. Medical & Cross-Functional Team Coordination

• Coordinate with Doctors, Dietitians, Physiotherapists, Meditation Team, and other clinical departments.
• Oversee OPD scheduling and ensure smooth appointment management.
• Facilitate seamless communication between clinical and operational teams.
• Supervise coordinators responsible for appointments, patient kits, and meetings.
• Ensure uninterrupted patient services through effective coordination.

4. Team Leadership & Performance Management

• Lead and mentor Team Leaders, Service Coordinators, and support staff.
• Conduct regular performance reviews and team meetings.
• Allocate responsibilities and monitor task execution.
• Foster teamwork, employee engagement, and a positive work culture.
• Identify training needs and support staff development initiatives.

5. Content Development & Program Structuring

• Collaborate with medical experts to develop patient education materials for diet, physiotherapy, meditation, and lifestyle programs.
• Coordinate with the creative team for educational content, brochures, presentations, and promotional materials.
• Ensure all content complies with approved medical protocols and brand guidelines.
• Review and update patient education resources regularly.

6. Reversal Program Renewal & Service Management

• Coordinate follow-up activities for renewal and re-enrolment patients.
• Ensure consistent service quality for existing patients.
• Monitor patient retention, renewal conversion, and service continuity.
• Work closely with the sales team to improve patient retention and revenue growth.

7. Screening & Awareness Camp Management

• Plan, organize, and execute health screening and awareness camps.
• Coordinate logistics, staffing, and medical team availability.
• Ensure accurate patient registration and data collection during camps.
• Track camp performance, lead generation, and conversion outcomes.
• Prepare post-camp analysis and performance reports.

8. Process Monitoring & Reporting

• Conduct operational audits to ensure compliance with treatment protocols and SOPs.
• Analyze service performance metrics and identify improvement opportunities.
• Prepare and present monthly operational and service reports to management.
• Implement process improvement initiatives to enhance efficiency and patient satisfaction.
• Maintain accurate operational dashboards and service analytics.

9. Additional Responsibilities

• Perform additional duties assigned by the management from time to time.
• Act as the primary liaison between patients, healthcare professionals, and management.
• Ensure exceptional service standards and uphold the organization's reputation.
• Support organizational growth initiatives and strategic projects.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Healthcare operations and service management expertise.
• Process improvement and SOP development.
• Quality assurance and audit management.
• Project planning and execution skills.
• Problem-solving and analytical thinking.
• Conflict resolution and decision-making ability.
• Stakeholder and cross-functional coordination.
• Time management and organizational skills.
• Proficiency in Microsoft Office, CRM/HMIS, and reporting tools.
• Data analysis and performance monitoring.
• Patient-centric approach with a commitment to service excellence.

Educational Qualification

• Bachelor's degree in Healthcare Management, Hospital Administration, Life Sciences, BMS/BHMS.
• Master's degree (MHA, MBA (Healthcare), or equivalent) will be preferred.

Experience

• 5–8 years of experience in Healthcare Operations, Hospital Administration, Patient Services, Clinical Coordination, or Service Management.
• Minimum 2–3 years in a leadership or managerial role.
• Experience in healthcare, wellness, preventive care, or lifestyle management organizations will be an added advantage.

Key Performance Indicators (KPIs)

• Service quality and patient satisfaction scores.
• SOP implementation and compliance.
• Appointment adherence and operational efficiency.
• Patient complaint resolution within defined TAT.
• Team productivity and retention.
• Service process improvements implemented.
• Patient retention and renewal conversion.
• Screening camp execution and lead conversion.
• Audit compliance and reporting accuracy.
• Achievement of departmental operational objectives.

Why Join Us?

• Opportunity to lead service excellence in a rapidly growing healthcare organization.
• Work alongside experienced healthcare professionals and multidisciplinary teams.
• Drive innovation and continuous improvement in patient care.
• Professional growth with leadership development opportunities.
• Make a meaningful impact on patient outcomes and organizational success.