Floor Manager

ASG Eye Hospital LTD.; Kamrup Metropolitan; On-site; INR 600,000 - 900,000; Full time

Job summary

ASG Eye Hospital Ltd. seeks a Floor Manager to oversee day-to-day floor operations at the centre, ensuring smooth patient flow and high service standards across front office, clinical and optical touchpoints.

The role acts as the primary on-ground contact for service delivery, supporting the Operations Manager in maintaining floor discipline, staff productivity, and readiness. Ideal candidates are organized, calm under pressure and capable of managing multiple priorities during peak footfall,

Qualifications

• Prior experience in hospital floor operations or patient service.
• Strong communication and frontline service orientation.
• Ability to coordinate multiple teams and manage queues.

Responsibilities

• Supervise daily floor operations to ensure smooth patient flow and minimal waiting time.
• Coordinate between front office, clinical and optical teams for seamless patient journeys.
• Monitor and resolve on-floor patient service issues in real time.
• Ensure floor staff grooming, discipline and service standards.
• Support scheduling and floor readiness in daily operations.
• Escalate gaps to the Operations Manager promptly.
• Conduct floor walk-throughs to identify bottlenecks, safety, and ambience gaps.
• Manage patient queues and appointment flow to meet service benchmarks.
• Handle complaints and escalations on the floor with first-point resolution.
• Track floor KPIs and report deviations to the Operations Manager.

Skills

People management

Communication

Organizational skills

Calm under pressure

Job description

The Floor Manager will manage day-to-day floor operations at the centre, ensuring smooth patient flow, service quality, and coordination between clinical and non-clinical teams on the floor. This role acts as the primary point of contact for on-ground service delivery, driving a consistent patient experience across the front office, clinical, and optical touchpoints while supporting the Operations Manager in maintaining floor discipline, staff productivity, and day-to-day operational readiness.

Key Responsibilities

• Supervise daily floor operations to ensure smooth patient flow and minimal waiting time.
• Coordinate between front office, clinical, and optical teams for seamless patient journeys.
• Monitor and resolve on-floor patient service issues in real time.
• Ensure floor staff adherence to grooming, discipline and service standards.
• Support the Operations Manager in daily staff scheduling and floor readiness.
• Escalate operational or resource gaps to the Operations Manager promptly.
• Conduct regular floor walk-throughs to identify service bottlenecks, safety concerns, and cleanliness or ambience gaps.
• Manage patient queues and appointment flow to keep waiting times within defined service benchmarks.
• Handle patient complaints and service escalations on the floor, ensuring first-point resolution wherever possible.
• Track floor-level KPIs (wait times, patient feedback scores, staff attendance) and report deviations to the Operations Manager.

Key Deliverables

• Smooth patient flow with minimal wait-time escalations
• Consistent on-floor service standards
• Timely resolution of floor-level patient issues
• High patient satisfaction and feedback scores for floor experience
• Effective coordination between front office, clinical and optical teams with minimal handoff delays

Candidate Profile

Candidates with prior experience in hospital floor operations or patient service roles, comfortable with high patient-facing interaction. Should be organised, calm under pressure, and comfortable managing multiple priorities across teams during peak footfall. Strong communication and people-handling skills are essential, along with a service-first mindset and the ability to think on their feet to resolve issues in real time.