Senior Operations Manager

Sarvodaya Hospital

Faridabad District

On-site

INR 1,800,000 - 2,800,000

Full time

4 days ago

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Job summary

Sarvodaya Hospital in Faridabad seeks an AGM Operations to lead day-to-day non-clinical functions for a 500-bed facility, ensuring efficient OPD, IPD, ER and diagnostic services along with revenue assurance and a superior patient experience.

You will coordinate across departments, supervise support services and housekeeping, ensure NABH/compliance, and drive process improvements. The role reports to the Director - Quality & Medical Services and requires 10–15 years in hospital operations.

Qualifications

Bachelor or Diploma in Healthcare Administration or MBA preferred.
10-15 years in hospital operations or non-clinical hospital functions.
Strong leadership, communication and problem-solving skills.

Responsibilities

Lead day-to-day non-clinical hospital operations (OPD, IPD, ER, Diagnostics).
Oversee OPD registration, scheduling, patient flow and revenue capture.
Ensure compliance with quality standards and NABH guidelines; drive process improvements.
Coordinate with doctors, nurses, admin staff and support services across departments.
Monitor housekeeping, facility management and patient experience initiatives.

Skills

Operations Management

Leadership

Communication

Analytical Skills

Emotional Intelligence

Education

Healthcare Admin

MBA

Job description

JOB DESCRIPTIONProfileJob TitleAGM OperationsDepartmentPatient Care Servivces - OperationsLocation / UnitSarvodaya Hospital, Sector 8, FaridabadPosition Reports toDirector - Quality & Medical ServicesKey RelationshipAll doctors, All nurses, All paramedical staff, Guest Relations and all HODs.Main Objective of the RoleResponsible for leading and managing the day-to-day non-clinical functions of a 500-bedded hospital ensuring efficient OPD, IPD, ER and diagnostic services, strong revenue assurance, superior patient experience, regulatory compliance, and seamless coordination across departments.Key ResponsibilitiesOPD OperationsRadiology & Diagnostics OperationsIPD Admissions, Counselling & EstimatesCash, Billing & Follow-upEmergency Room (ER) ManagementFacility Management (HK, GDA & Support Services)Grievance Redressal & Patient Experience

Oversee smooth functioning of OPD registration, scheduling and patient flow.
Monitor OPD footfalls, waiting time and patient experience.
Coordinate with consultants and diagnostics for optimal OPD efficiency.
Monitor OPD billing accuracy, cash collection and revenue capture.
Address and resolve OPD-related patient complaints and service issue promptly.
Drive process improvements to enhance OPD efficiency and patient experience.
Ensure compliance with hospital SOPs, quality and safety standards.
Monitor OPD footfalls, peak-hour management an queue control.

Ensure smooth operations of radiology and diagnostic services by optimizing modalities minimizing waiting times and enhancing patient experience.
Monitor reporting TATs, patient coordination and revenue capture..
Ensure compliance with safety and quality standards.

Oversee IPD admission processes including bed allocation.
Ensure timely counselling, preparation of estimates and reconfirmation.
Monitor re-counselling for deviations and patient consent.
Ownership of bed utilization through admissions, ER conversion & discharge planning.
Control ALOS via proactive discharge coordination (without clinical compromise).

Ensure cash collections, deposits and follow-up processes.
Coordinate with billing and finance for pending payments.
Monitor daily revenue and variance reports.
Monitor daily cash collections, deposits, and reconciliation with finance.

Ensure timely cash counselling and financial clearance prior to admission and discharge

Ensure round-the-clock ER operational readiness.
Coordinate with clinical teams for patient flow and admissions.
Monitor response times, documentation and billing accuracy.
Drive admissions through counselling, bed availability & financial clearance.

Oversee housekeeping, GDA and support services across OPD, IPD, ER, ICUs, diagnostics and public areas.
Ensure high standards of cleanliness, hygiene and infection control as per NABH and hospital protocols.
Monitor manpower deployment, shift planning and productivity of HK and GDA staff.
Coordinate with infection Control Team to ensure sompliance with cleaning schedules, audits and corrective actions.
Conduct regular audits, inspections and surprise checks to ensure facility standards.
Ensure prompt resolution of facility-related compliants raised by patients attendants or staff.

Oversee the patient grievance redressal mechanism across all touchpoints (OPD, IPD, ER, diagnostics, billing, TA and support services.
Ensure timely acknowledgement, investigation and closure of patient complaints.
Coordinate with clinical and non-clinical teams to resolve issues at first point of contact wherever possible.
Monitor high-risk and escalated complaints and ensure senior-level intervention when required.
Analyze complaint trends and identify systemic gaps for corrective and preventive actions.
Drive service recovery initiatives to restore patient confidence and satisfaction.
Ensure documentation, tracking and reporting of grievances as per SOPs and quality standards.
Use patient feedback, complaints and surveys to implement service improvement actions.
Ensure compliance with NABH / statutory requirements related to patient rights and grieveance handling.

Major Job Qualifications / Specific SkillsRequired Education: Bachelor or Diploma Degree/ Masters in Healthcare Administration, Business Administration, Computer Application or an Equivalent DegreePreferred Education: Certification in Data Analysis/Hospitality ManagementExperience:1015 years in hospital/non-medical healthcare operations Knowledge and Specific Skills:Operations Management, Leadership, Communication, Analytical Skills, Emotional Intelligence.Required Critical Behavioral Competencies(Refer to Annexure for definitions)