Urgent Hiring For Manager - Operations (Patient Experience) Gurgaon

Indira Ivf Hospital; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Indira IVF Hospital in Gurugram is seeking a Manager - Operations (Patient Experience) to oversee end-to-end facility management and enhance the patient experience across the Gurugram Centre. You will ensure staff adequacy, accurate billing, and data-driven improvements to NPS through monthly reporting.

The role requires 7+ years in Healthcare/Operations, with an MBA in Healthcare Management or related qualification.

Qualifications

• 7+ years of relevant experience in Healthcare / Operations Management / Patient Care.
• Post-graduate MBA/PG in Healthcare Management / Operations.
• Experience leading multi-location operations and patient-care initiatives.

Responsibilities

• Ensure quality individualized service to patients and address concerns within a suitable time frame.
• Oversee end-to-end Facility Management and Front End activity to enhance patient experience.
• Monitor cost optimization and coordinate central support for Centre activities.
• Ensure staffing adequacy across all centres during operating hours and manage shift coverage.
• Oversee accurate patient billing and reconcile with Accounts weekly.
• Prepare monthly reports, analyze data, and generate insights to improve NPS.
• Coordinate with staff to implement operational strategies and procedures.
• Supervise reporting staff and provide coaching and guidance as needed.
• Adhere to grooming standards and promote professional appearance among staff.
• Drive reduction of incidents/complaints and implement 360-degree closure actions.
• Maintain patient-centric focus in daily operations.

Skills

Leadership

Communication

Analytical thinking

Strategic thinking

Conflict resolution

Education

MBA in Healthcare Management / Operations

Graduate - B.Com / BCA / BE

Job description

We are hiring for Manager - Operations (Patient Experience)

for Gurugram Centre.

Role & responsibilities

• Ensure quality individualized service to patients and address all patient concerns in appropriate time frame.
• Effectively handle end-to-end Facility Management and oversee Front End activity at the Centers in the Zone to help achieve business objectives & quality patient experience throughout
• Ensure cost optimization and central support for overall activity at the Centres in the Zone
• Ensure all Centre operations staff is adequate & all stations are manned during operational hours
• Oversee accurate payment & billing, during patient admission, treatment & discharge & reconcile with Accounts for the same on a weekly basis
• Prepare and present monthly reports, analyse data & generate actionable insights to improve NPS
• Co-ordinate with Centre staff to develop & implement operational strategies & procedures
• Monitor reporting staff performance through assessments / trainings & provide advice, assistance, & guidance, as and when needed
• Adhere to grooming standards and ensure same is followed by all Centre operations staff
• Work towards reducing incidents / complaints, keeping a track record of all activities & execute 360-degree closure action plans to improve NPS.
• Patient-centric approach to work, keeping patients at priority
• Demonstrable experience in a pertinent managerial position, preferably in Healthcare / Operations domain
• Excellent understanding of latest healthcare concepts & best practices, legal & regulatory framework
• Demonstrable experience leading and managing multi-disciplinary teams across multiple locations
• Experience in dealing with finances and medical information systems for multiple locations
• Experience with building & maintaining relationships with vendors / local authorities
• Strong collaborative ability to sustain relationships across functions and levels & ensure seamless integration & execution of Centre strategies in the Zone
• Proficient knowledge of organisational effectiveness & compliance standards & policies (NPS, Kaizen, TQM).

Preferred candidate profile

• Excellent organisational and leadership skills
• Assertive and clear style of communication
• Analytical mindset, result-oriented and data-driven thinking
• Strategic thinking style, honesty, and ethics in business dealings
• Top-notch supervisory and conflict resolution skills.
• Excellent organisational and leadership skills
• Assertive and clear style of communication
• Analytical mindset, result-oriented and data-driven thinking
• Strategic thinking style, honesty, and ethics in business dealings
• Top-notch supervisory and conflict resolution skills.
• Post - Graduate MBA/PG in Healthcare Management / Operations ; Graduate - B.Com / BCA / B.E.
• 7+ years of relevant experience in the advent field Healthcare / Operations Management / Patient Care.