701624-Senior Manager - Operations

Job Purpose:
To oversee and manage end-to-end In-Patient (IP) operations, ensuring efficient patient flow, high-quality patient care coordination, operational excellence, regulatory compliance, and a positive patient experience.

Key Responsibilities

• Manage day-to-day IP operations, including admissions, bed allocation, transfers, discharges and patient movement.
• Monitor bed occupancy, bed utilization and patient flow to ensure optimal capacity management.
• Coordinate with Clinical, Nursing, Billing, Insurance/TPA, Pharmacy, Diagnostics and other support departments.
• Ensure timely completion of admission and discharge processes and minimize avoidable delays.
• Monitor patient and attendant concerns and ensure timely resolution and escalation where required.
• Drive improvement in patient experience and service quality across IP areas.
• Monitor operational KPIs such as occupancy, Average Length of Stay (ALOS), discharge TAT, bed turnaround time and patient feedback.
• Ensure compliance with hospital policies, SOPs, statutory requirements and NABH/accreditation standards.
• Review operational gaps and implement corrective and preventive actions.
• Conduct regular audits and identify opportunities for process improvement.
• Coordinate with doctors and clinical teams for smooth patient care delivery and discharge planning.
• Monitor revenue-related operational processes, including billing coordination and prevention of revenue leakage.
• Support manpower planning, resource allocation and productivity improvement.
• Lead and mentor the IP operations team and ensure effective performance management.
• Prepare and review periodic MIS and operational reports for management.
• Handle escalated patient/service issues and coordinate appropriate resolution.
• Participate in hospital projects, process redesign and quality-improvement initiatives.
• Ensure effective coordination during emergencies, peak occupancy and special operational situations.

Key Performance Indicators

• IP occupancy and bed utilization
• Admission and discharge TAT
• Bed turnaround time
• ALOS
• Patient satisfaction / feedback
• Discharge process efficiency
• Operational productivity
• Revenue leakage / billing-related issues
• Complaint resolution TAT
• Compliance and audit scores
• Staff productivity and manpower utilization

Qualification & Experience

• Bachelor's degree in Hospital Administration / Healthcare Management / Nursing / related discipline.
• Master's degree in Hospital Administration / Healthcare Management preferred.
• 10–15 years of relevant hospital operations experience, preferably with significant exposure to IP operations.
• Experience in managing multi-disciplinary teams and large hospital units preferred.

Core Competencies

• Hospital & IP Operations Management
• Patient Flow & Bed Management
• Team Leadership
• Stakeholder Management
• Patient Experience Management
• Problem Solving & Decision Making
• Process Improvement
• Data Analysis & MIS
• Regulatory & Accreditation Compliance
• Communication & Negotiation
• Crisis & Escalation Management