Operations Manager

Maxivision Eye Hospital; Warangal; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Maxivision Eye Hospital seeks an Operations Manager to steer daily hospital operations, ensuring smooth patient flow, optimal resource use, and high service quality across clinical and non-clinical teams.

The role covers coordination of OPD, OT, counselling, billing, pharmacy and support services, with a focus on NABH compliance, cost control and patient satisfaction in ophthalmology.

Qualifications

• Relevant hospital management experience.
• Strong coordinating and people management skills.
• Understanding of NABH standards is a plus.

Responsibilities

• Oversee day-to-day hospital operations and department coordination.
• Monitor patient flow and reduce bottlenecks across services.
• Coordinate OPD, OT, counselling, and diagnostic services.
• Manage staffing, scheduling, and resource utilization.
• Ensure NABH compliance and quality assurance programs.
• Drive revenue targets and patient satisfaction initiatives.

Job description

1. Position Details

ParticularDetailsPositionOperations ManagerDepartmentHospital OperationsIndustryOphthalmology / Eye CareReporting ToCluster Head / Hospital Head / General Manager OperationsLocationHospital / BranchTeam ManagedFront Office, Patient Care, Counselling, Optometry, OT, Pharmacy, Optical, Billing, Support Services and other operational teams

2. Job Purpose

To manage and streamline the day-to-day operations of the ophthalmology hospital by ensuring efficient patient flow, quality patient care, operational discipline, coordination between clinical and non-clinical departments, achievement of business targets, cost control, compliance and a high level of patient satisfaction.
The Operations Manager will be responsible for ensuring smooth functioning of the hospital from patient registration to consultation, investigations, counselling, surgery, billing, discharge and follow-up, while maintaining organizational standards and policies.

3. Key Responsibilities

A. Hospital Operations Management

• Manage the overall day-to-day operations of the hospital/branch.
• Ensure smooth functioning of all clinical and non-clinical departments.
• Monitor patient flow and identify operational bottlenecks.
• Ensure optimum utilization of manpower, infrastructure, equipment and other resources.
• Conduct daily operational rounds and address issues on priority.
• Ensure effective coordination between departments.
• Monitor branch opening, closing and operational readiness.

B. Patient Flow & Experience

• Monitor patient journey from registration to discharge.
• Reduce waiting time at registration, consultation, diagnostics, counselling, pharmacy, optical and billing counters.
• Ensure proper queue management and coordination between departments.
• Monitor patient complaints and ensure timely resolution.
• Improve patient satisfaction and service experience.
• Ensure proper communication with patients and attendants.

C. OPD & Clinical Coordination

• Coordinate with Ophthalmologists, Optometrists, OT team and clinical departments.
• Ensure proper scheduling of doctors and patient appointments.
• Monitor consultation volumes and doctor utilization.
• Ensure availability of required clinical support services.
• Coordinate special clinics, camps and surgical programs.
• Escalate clinical or operational issues to the appropriate authority.

D. OT & Surgical Operations

• Coordinate with OT, doctors, counsellors, billing and patient-care teams for scheduled surgeries.
• Monitor daily surgery schedules and OT utilization.
• Ensure pre-operative and post-operative processes are completed appropriately.
• Monitor surgery cancellations, postponements and reasons.
• Ensure availability of manpower, consumables, instruments and other OT requirements.
• Coordinate with OT Inventory/Stores for timely availability of surgical materials.
• Monitor OT turnaround time and operational efficiency.

E. Business & Revenue Management

• Support achievement of hospital revenue and patient-volume targets.
• Monitor OPD, IPD/day-care, surgery, optical, pharmacy and diagnostic performance.
• Review daily, weekly and monthly business performance.
• Identify opportunities to improve revenue and patient conversion.
• Monitor counselling conversion from consultation to surgery.
• Coordinate with Business Development and Marketing teams for patient acquisition and camps.
• Track branch performance against assigned targets.

F. Counselling & Conversion

• Monitor counselling desk performance.
• Ensure proper counselling of surgery-advised patients.
• Track consultation-to-surgery conversion.
• Review pending surgery cases and follow-up activities.
• Ensure transparent communication regarding treatment, packages and hospital processes.
• Monitor reasons for lost/pending cases and initiate corrective actions.

G. Manpower & Team Management

• Monitor staffing requirements and manpower deployment.
• Ensure adequate manpower availability during peak hours.
• Allocate responsibilities and shifts effectively.
• Monitor attendance, punctuality, grooming and discipline.
• Conduct regular team meetings and performance reviews.
• Identify training and development requirements.
• Support recruitment, onboarding and induction of operational staff.
• Address employee grievances and operational conflicts.
• Ensure adherence to HR policies and hospital SOPs.

H. Quality & NABH Compliance

• Ensure implementation of hospital SOPs and policies.
• Maintain compliance with NABH and applicable statutory requirements.
• Ensure proper documentation and record maintenance.
• Coordinate internal audits and corrective/preventive actions.
• Monitor patient safety and quality indicators.
• Ensure compliance with infection control, biomedical waste management, fire safety and other hospital safety protocols.
• Ensure staff awareness and participation in mandatory training programs.

I. Inventory & Cost Control

• Monitor consumption of medical and non-medical supplies.
• Coordinate with Stores, Pharmacy and OT Inventory teams.
• Minimize wastage, expiry and stock discrepancies.
• Ensure appropriate stock levels for critical consumables.
• Monitor procurement requirements and approvals.
• Identify opportunities for operational cost reduction without compromising patient care.

J. MIS & Reporting

• Prepare and review daily, weekly and monthly operational reports.
• Monitor key performance indicators of all departments.
• Analyze patient volumes, revenue, surgeries, conversion, waiting time and complaints.
• Submit performance reports to management within defined timelines.
• Maintain accurate operational data and dashboards.
• Identify trends and recommend corrective actions based on data.

K. Patient Complaints & Grievance Management

• Receive and review patient complaints.
• Ensure immediate action on critical complaints.
• Coordinate with concerned departments for resolution.
• Maintain complaint records and closure status.
• Identify recurring complaints and implement preventive measures.

L. Facility & Support Services

• Coordinate with housekeeping, security, maintenance, biomedical, drivers and other support teams.
• Ensure cleanliness and hygiene standards.
• Monitor facility maintenance and equipment availability.
• Ensure timely resolution of infrastructure-related issues.
• Coordinate preventive maintenance activities.
• Ensure proper safety and emergency preparedness.

M. Marketing, Camps & Referral Coordination

• Coordinate with Marketing/Business Development teams for camps and outreach activities.
• Ensure operational readiness for eye camps.
• Coordinate patient transportation, registration, screening and referral processes.
• Monitor camp conversion and follow-up.
• Develop relationships with referral sources and support patient acquisition initiatives.