Manager On Duty

Aakash Health Care; New Delhi; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Aakash Health Care in Delhi seeks a Manager on Duty (MOD) for Operations to supervise hospital functions across shifts, coordinating with doctors, nursing supervisors, Emergency, ICU, OPD, IPD, OT and support services to ensure uninterrupted patient care.

You will handle operational escalations, manage handovers, monitor patient flow, and drive improvements in quality, safety, and compliance while maintaining a patient-focused service environment.

Qualifications

• Experience in hospital operations management.
• Excellent communication with clinicians and staff.
• Ability to handle escalations and coordinate across departments.
• Strong leadership and decision-making during shifts.
• Commitment to patient-centric service, confidentiality, and compliance.
• Knowledge of NABH standards is a plus.

Responsibilities

• Monitor overall hospital functioning during assigned shifts and ensure continuity of services.
• Coordinate with doctors, nursing supervisors, Emergency, ICU, OPD, IPD, OT, and other departments.
• Act as the first point of administrative contact for operational issues during the MOD shift.
• Handle operational escalations and coordinate timely corrective action with the concerned departments.
• Ensure proper shift handover, including pending issues, patient-related concerns, and critical updates.
• Escalate critical incidents and unresolved matters to senior management as per hospital protocols.
• Address patient and attendant complaints professionally and empathetically.
• Coordinate with concerned departments for timely resolution of grievances and service-related concerns.
• Monitor delays in consultations, investigations, admissions, transfers, and discharges.
• Ensure patient concerns are documented, tracked, and closed within defined timelines.
• Support patient satisfaction initiatives and maintain a patient-centric service environment.
• Coordinate with consultants, duty doctors, resident doctors, and nursing teams regarding operational requirements.
• Facilitate communication between clinical and non-clinical departments to minimize service disruptions.
• Follow up on patient-related administrative issues and pending requirements.
• Support coordination for emergency cases, critical patients, and interdepartmental transfers.
• Ensure appropriate escalation of clinical concerns to the responsible medical professionals without exceeding administrative authority.
• Monitor bed availability, patient movement, admission processes, and discharge coordination.
• Coordinate with Billing, TPA/Insurance, Pharmacy, Diagnostics, and other departments to resolve operational bottlenecks.
• Support efficient utilization of hospital resources and timely delivery of services.
• Coordinate with Security, Housekeeping, Engineering, and Biomedical teams for operational issues.
• Identify recurring service delays and recommend process improvements.
• Prepare daily MOD reports and shift handover summaries.
• Maintain records of patient complaints, operational escalations, incidents, and corrective actions.
• Monitor pending issues and follow up with the concerned departments until closure.
• Prepare operational MIS reports and share updates with the reporting manager.
• Ensure accurate, timely, and confidential documentation.
• Coordinate with hospital staff to ensure timely completion of assigned responsibilities.
• Maintain professional relationships with doctors, nurses, patients, attendants, and support teams.
• Identify operational gaps and suggest corrective and preventive measures.
• Participate in departmental meetings, quality improvement activities, and training sessions.
• Demonstrate accountability, discipline, and effective decision-making during assigned shifts.

Skills

Hospital ops management

Communication skills

Problem solving

Patient grievance handling

Interdepartmental coordination

Leadership & ownership

Quality & compliance

Reporting & MIS

Time management

Professional conduct

Job description

Key Job Responsibilities

A. Manager on Duty (MOD) Operations

• Monitor overall hospital functioning during assigned shifts and ensure continuity of services.
• Coordinate with doctors, nursing supervisors, Emergency, ICU, OPD, IPD, OT, and other departments.
• Act as the first point of administrative contact for operational issues during the MOD shift.
• Handle operational escalations and coordinate timely corrective action with the concerned departments.
• Ensure proper shift handover, including pending issues, patient-related concerns, and critical updates.
• Escalate critical incidents and unresolved matters to senior management as per hospital protocols.

B. Patient Experience & Grievance Management

• Address patient and attendant complaints professionally and empathetically.
• Coordinate with concerned departments for timely resolution of grievances and service-related concerns.
• Monitor delays in consultations, investigations, admissions, transfers, and discharges.
• Ensure patient concerns are documented, tracked, and closed within defined timelines.
• Support patient satisfaction initiatives and maintain a patient-centric service environment.

C. Medical & Clinical Coordination

• Coordinate with consultants, duty doctors, resident doctors, and nursing teams regarding operational requirements.
• Facilitate communication between clinical and non-clinical departments to minimize service disruptions.
• Follow up on patient-related administrative issues and pending requirements.
• Support coordination for emergency cases, critical patients, and interdepartmental transfers.
• Ensure appropriate escalation of clinical concerns to the responsible medical professionals without exceeding administrative authority.

D. Hospital Operations & Patient Flow

• Monitor bed availability, patient movement, admission processes, and discharge coordination.
• Coordinate with Billing, TPA/Insurance, Pharmacy, Diagnostics, and other departments to resolve operational bottlenecks.
• Support efficient utilization of hospital resources and timely delivery of services.
• Coordinate with Security, Housekeeping, Engineering, and Biomedical teams for operational issues.
• Identify recurring service delays and recommend process improvements.

E. Quality, Safety & Compliance

• Ensure compliance with hospital SOPs, patient safety policies, and applicable regulatory requirements.
• Support implementation and monitoring of NABH-related quality standards.
• Report incidents, near misses, safety concerns, and policy deviations through approved channels.
• Coordinate with Quality, Infection Control, and other departments during audits and inspections.
• Maintain patient confidentiality and ensure proper handling of medical and administrative records.

F. Reporting & Documentation

• Prepare daily MOD reports and shift handover summaries.
• Maintain records of patient complaints, operational escalations, incidents, and corrective actions.
• Monitor pending issues and follow up with the concerned departments until closure.
• Prepare operational MIS reports and share updates with the reporting manager.
• Ensure accurate, timely, and confidential documentation.

G. Team Coordination & Process Improvement

• Coordinate with hospital staff to ensure timely completion of assigned responsibilities.
• Maintain professional relationships with doctors, nurses, patients, attendants, and support teams.
• Identify operational gaps and suggest corrective and preventive measures.
• Participate in departmental meetings, quality improvement activities, and training sessions.
• Demonstrate accountability, discipline, and effective decision-making during assigned shifts.

Key Skills Required

• Hospital Operations Management: Understanding of OPD, IPD, Emergency, ICU, OT, admissions, discharges, and patient flow.
• Communication Skills: Excellent verbal and written communication with doctors, nursing teams, patients, and management.
• Problem-Solving: Ability to resolve operational issues quickly and escalate critical matters appropriately.
• Patient Grievance Handling: Skills in complaint resolution, conflict management, and patient relationship management.
• Interdepartmental Coordination: Ability to coordinate multiple departments and manage competing priorities.
• Leadership & Ownership: Strong accountability, teamwork, initiative, and decision-making within delegated authority.
• Quality & Compliance: Knowledge of hospital SOPs, NABH standards, patient safety, incident reporting, and confidentiality.
• Reporting & MIS: Proficiency in MS Excel, Word, email, and hospital information systems (HIS/HMIS).
• Time Management: Ability to prioritize tasks and work efficiently in a fast-paced hospital environment.
• Professional Conduct: Patient-centric approach, empathy, integrity, confidentiality, and emotional resilience.

Rotational Shift Requirements

• Willingness to work in rotational morning, evening, and night shifts according to hospital requirements.
• Availability for rotational weekly offs, weekends, and public holidays as per the duty roster.
• Ability to manage hospital operations independently during assigned shifts within the defined authority.
• Flexibility to support operational emergencies and critical escalations when required.
• Ensure proper handover and continuity of unresolved issues between incoming and outgoing shifts.