Manager on Duty - Operations

Even; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Even Hospitals in Bengaluru (Indiranagar) seeks a Manager on Duty (MOD) to lead front desk operations, patient flow, and facility oversight during shifts. The MOD acts as the accountability point when senior management is off-site, balancing clinical administrative acumen with decisive leadership.

The role requires managing registration, billing, admissions, patient relations, and ongoing compliance across NABH standards and regulatory obligations.

Qualifications

• Graduate or Post-Graduate in Hospital Administration or equivalent.
• Life Sciences background preferred.
• Experience in front-desk, patient relations, or operations management is ideal.
• Familiarity with NABH standards and medico-legal documentation is a plus.
• Proficiency in Kannada, Hindi, and English is essential.

Responsibilities

• Oversee front desk and OP registration operations end-to-end.
• Manage IP/IP billing counselling and patient communications.
• Handle grievances with empathy and escalate when needed.
• Conduct regular facility rounds and monitoring of safety and cleanliness.
• Coordinate with support departments and external agencies as required.
• Prepare shift reports and smooth handover to the next MOD.
• Ensure regulatory compliance, NABH standards, and medico-legal documentation.

Skills

Front desk operations

Patient relations

Operations management

Education

Graduate / Post-Graduate in Hospital Administration

Life Sciences background preferred

Tools

Hospital Management Systems (HMS/HIS)

MS Office

Billing software

Job description

Company Overview

Even Healthcare is a modern, integrated healthcare organization focused on delivering high-quality, patient-first care through a blend of strong clinical practices, technology, and operational excellence. As we expand our physical hospital footprint, we are building hospitals designed for safety, efficiency, and superior patient experience. Hospital commissioning at Even is a mission-critical activity, and this role offers the opportunity to be at the center of launching a high-impact healthcare facility.

MANAGER ON DUTY (MOD)

Position Title

Manager on Duty (MOD)

Department

Hospital Operations

Reporting To

Hospital Administrator / CEO

Location

Indranagar , Bengaluru

Employment Type

Full-Time - Shift Duty

POSITION SUMMARY

The Manager on Duty (MOD) is the designated operational authority during their shift at Even Hospitals, HBR Layout. The MOD acts as the single point of accountability for all front-desk operations, patient flow, facility oversight, and administrative decisions when senior management is not on-site. This role demands a balanced combination of clinical administrative acumen, empathy, and decisive leadership.

KEY RESPONSIBILITIES

1. Front Desk & Registration Management

• Oversee and manage patient registration and OP (Out-Patient) front desk operations end-to-end.
• Ensure accurate and timely data entry of patient demographics, insurance, and referral information.
• Conduct OP billing and generate bills ensuring compliance with hospital tariff policies.
• Manage patient admission processes including routine admissions and Emergency Room (ER) admissions.
• Coordinate bed allocation during admissions in coordination with the nursing station and ward staff.

2. IP Billing & Patient Counselling (After-Hours)

• Assume IP (In-Patient) billing counselling responsibilities when the dedicated IP billing team is unavailable.
• Clearly communicate billing estimates, insurance co-pay, and payment policies to patients and families.
• Address financial concerns, offer appropriate billing solutions, and facilitate approvals as per hospital policy.
• Maintain documentation of all billing interactions and patient consents.

3. Patient Relations, Grievance Handling & Escalations

• Attend to patient and attendant concerns promptly and with empathy.
• Resolve patient queries related to services, procedures, wait times, billing, and facilities.
• Handle escalated complaints with professionalism; de-escalate tense or emotional situations calmly.
• Take independent decisions within delegated authority to resolve disputes and grievances on-shift.
• Document all complaints, actions taken, and resolution outcomes in the grievance log.
• Escalate unresolved or critical issues to the Hospital Administrator as per escalation matrix.

4. Facility Rounds & Operational Oversight

• Conduct regular physical rounds of the entire hospital property during the shift.
• Inspect cleanliness, housekeeping standards, functional status of equipment, and patient comfort areas.
• Identify any safety hazards, infrastructure concerns, or operational gaps and initiate corrective action.
• Coordinate with support departments (housekeeping, maintenance, security, F&B) for immediate resolution.
• Maintain a shift round log with observations and action items.

5. Regulatory Compliance & Statutory Obligations

• Ensure the hospital operates in adherence to applicable healthcare regulations during the shift.
• Maintain compliance with NABH standards, biomedical waste management protocols, fire safety, and other statutory requirements.
• Handle and document Medico-Legal Cases (MLC) as per standard operating procedures and legal mandates.
• Report deaths occurring in the hospital to the concerned local police station and complete all required documentation in a timely and accurate manner.
• Liaison with government bodies including but not limited to police, municipal authorities, and health regulatory agencies as required.
• Maintain the MLC register, death register, and all related compliance documentation accurately.

6. External Agency Coordination

• Coordinate with external government and non-government agencies including police, ambulance services, NGOs, and insurance TPAs.
• Facilitate seamless communication between the hospital and external stakeholders during emergencies or standard protocols.
• Manage transportation arrangements for patients including ambulance dispatches, inter-hospital transfers, and patient discharge transport.
• Ensure proper documentation for all transfers including referral letters, medical records, and ambulance logs.

7. Shift Administration & Handover

• Maintain a detailed shift report covering key events, patient census, complaints, incidents, and compliance activities.
• Conduct structured handover to the incoming MOD at end of shift ensuring continuity of care and operations.
• Monitor staffing levels on shift; report shortfalls to HR/Admin and manage resource gaps effectively.
• Ensure accurate maintenance of all shift registers, duty rosters, and operational logs.

QUALIFICATIONS & EXPERIENCE

Education

Graduate / Post-Graduate in Hospital Administration (MHA/MBA-HA) or equivalent. Life Sciences background preferred.

Experience

Minimum 2-4 years in hospital front desk, patient relations, or operations management.

Preferred

Prior exposure to NABH-accredited hospitals; experience handling MLC and medico-legal documentation.

Languages

Proficiency in Kannada, Hindi, and English (spoken and written) is essential.

Technical Skills

Working knowledge of Hospital Management Systems (HMS/HIS), MS Office, and billing software.

CORE COMPETENCIES

• Patient-centric Approach
• Crisis Management & De-escalation
• Effective Communication
• Decision-Making Under Pressure
• Regulatory & Compliance Awareness
• Inter-departmental Coordination
• Documentation & Record Keeping
• Empathy & Professional Maturity

WORKING CONDITIONS

• This is a shift-based role operating 24 7 across day, evening, and night shifts including weekends and public holidays.
• The MOD is expected to be present on-site and mobile throughout the shift.
• The role involves frequent interaction with patients, families, clinical staff, support staff, and external agencies.
• Must be comfortable working in high-pressure situations including medical emergencies, grieving families, and regulatory visits.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.