Hospital Operations Manager
Department: Operations Reports To: Hospital Administrator / COO / Medical Director Location: Revivo Clinic , TTK road Alwarpet , Chennai Employment Type: Full-time
Role Summary
The Hospital Operations Manager is responsible for ensuring the smooth, efficient and patient-centric functioning of daily hospital operations. The role coordinates clinical support services, front office, patient flow, staffing, facility operations and interdepartmental processes while ensuring adherence to hospital policies, quality standards and regulatory requirements.
The ideal candidate should be a strong hands-on operator who can manage people, solve operational issues quickly, monitor service standards and ensure that patients receive a seamless experience across departments.
Key ResponsibilitiesHospital Operations
- Manage and oversee daily hospital operations across departments.
- Ensure smooth coordination between doctors, nursing, front office, diagnostics, pharmacy, billing and support teams.
- Monitor patient flow and reduce delays, bottlenecks and unnecessary waiting time.
- Ensure consultation rooms, procedure areas and patient-facing facilities are operational and appropriately staffed.
- Develop and implement SOPs for hospital operations.
- Conduct regular operational rounds and identify areas requiring corrective action.
Patient Experience
- Maintain high standards of patient service and hospitality.
- Monitor patient feedback, complaints and service-recovery requirements.
- Ensure complaints are resolved promptly and escalated appropriately.
- Track patient waiting times, appointment efficiency and service turnaround times.
- Ensure patients receive clear information regarding appointments, investigations, billing and follow-up care.
Team & Workforce Management
- Coordinate staff deployment, shift schedules, leave management and replacement staffing.
- Ensure adequate manpower coverage across operational departments.
- Monitor staff attendance, punctuality and performance.
- Conduct regular team meetings and operational briefings.
- Work with HR on recruitment, onboarding, training and performance management.
- Build accountability within teams and ensure ownership of assigned responsibilities.
Front Office & Appointment Management
- Supervise reception, appointment scheduling and patient registration.
- Monitor appointment confirmation, cancellations and no-shows.
- Ensure correct patient documentation and data entry.
- Improve appointment utilisation and doctor schedule efficiency.
- Ensure appropriate coordination for VIP, emergency or high-priority patients.
Billing & Revenue Operations
- Coordinate with billing and finance teams to ensure accurate and timely billing.
- Monitor pending payments, refunds and billing discrepancies.
- Ensure proper documentation for packages, procedures, investigations and other services.
- Identify operational opportunities to improve revenue capture and reduce revenue leakage.
Quality & Compliance
- Ensure adherence to hospital policies, statutory requirements and quality protocols.
- Support NABH or other accreditation processes where applicable.
- Maintain appropriate operational records, registers and documentation.
- Coordinate internal audits and ensure closure of identified gaps.
- Ensure infection-control, biomedical waste and patient-safety protocols are followed in coordination with relevant clinical teams.
Facility & Vendor Management
- Coordinate housekeeping, security, maintenance and facility-management activities.
- Ensure hospital infrastructure and patient areas are maintained to expected standards.
- Coordinate equipment maintenance and escalate breakdowns immediately.
- Manage operational vendors and monitor service-level agreements.
- Ensure adequate availability of operational supplies and consumables.
Inventory & Procurement Coordination
- Monitor critical operational inventory and stock levels.
- Coordinate with pharmacy, stores and procurement teams.
- Prevent stock-outs of essential supplies.
- Monitor utilisation, wastage and expiry of consumables where applicable.
Reporting & Performance Monitoring
Prepare and review operational reports covering:
- Patient footfall
- Appointment utilisation
- Waiting times
- Patient complaints and feedback
- Staff attendance
- Department productivity
- Revenue-related operational metrics
- Service turnaround time
- Inventory issues
- Operational incidents and corrective actions
Provide regular operational updates and recommendations to hospital leadership.
Key Performance Indicators
Success in this role may be measured through:
- Reduction in patient waiting time
- Patient satisfaction scores
- Appointment utilisation
- Reduction in patient complaints
- Complaint-resolution turnaround time
- Staff attendance and productivity
- Operational SOP compliance
- Billing accuracy
- Revenue leakage reduction
- Inventory availability
- Facility uptime
- Audit and compliance scores
Qualifications
- Bachelor’s degree in Hospital Administration, Healthcare Management, Business Administration or a related field.
- Master’s degree / MBA / MHA in Hospital or Healthcare Management preferred.
- 4–8 years of experience in hospital or healthcare operations, with at least 2 years in a supervisory or managerial role.
- Experience in a hospital, speciality clinic, day-care centre or multi-speciality healthcare organisation preferred.
Skills & Competencies
- Strong hospital operations knowledge
- Excellent team management and leadership skills
- Patient-service orientation
- Strong problem-solving and decision-making ability
- Ability to manage multiple departments simultaneously
- Good understanding of hospital workflows and patient journeys
- Excellent communication and interpersonal skills
- Strong attention to detail and follow-through
- Ability to handle escalations calmly and professionally
- Working knowledge of Hospital Information Systems / EMR / CRM platforms
- Proficiency in Microsoft Excel, Word and reporting tools
- Understanding of NABH and healthcare quality standards is an advantage
Candidate Profile
We are looking for someone who is highly organised, accountable and comfortable being present on the hospital floor rather than managing operations only from a desk. The candidate should be proactive in identifying operational gaps, assigning responsibility, following through until closure and ensuring that clinical teams can focus on patient care while operational processes run efficiently.
Pay: ₹40,000.00 - ₹55,000.00 per month
Work Location: In person
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