Head - Operations (PSS07991)

About the Company

Leading healthcare institution committed to delivering excellence in patient care and operational efficiency. The organization operates across clinical and is recognized for its focus on quality, safety, and continuous improvement in hospital operations and service delivery.

Position Overview

The Head of Operations is responsible for the overall leadership, coordination, and operational management of both Clinical and Non-Clinical Operations across the hospital. The role ensures seamless functioning of patient care services, support services, infrastructure, and operational systems to achieve excellence in patient experience, safety, quality, efficiency, and regulatory compliance.

This position provides strategic and operational oversight to Medical Operations, Non-Medical Operations, and Maintenance functions, ensuring alignment with the hospital’s vision, values, operational goals and NABH standards.

Key Responsibilities

Overall Hospital Operations Leadership

• Provide leadership and direction for overall hospital operations across clinical and non-clinical functions.
• Ensure smooth coordination between departments for uninterrupted patient care and service delivery.
• Drive operational excellence across OPD, IPD, Emergency, Critical Care, OT, Diagnostics, Billing, Insurance, Housekeeping, Laundry, Maintenance, Security, and support services.
• Ensure effective implementation of the hospital’s Patient First Approach across all operational areas.

Clinical Operations Oversight

• Supervise and guide the Clinical Operations Manager in ensuring efficient patient care operations.
• Monitor patient flow, admission/discharge processes, bed management, OT utilization, diagnostic turnaround times, and service coordination.
• Work closely with medical, nursing, and allied health teams to improve operational efficiency and patient experience.

Non-Clinical Operations Oversight

• Oversee housekeeping, laundry, security, transport, waste management, and support services.
• Ensure cleanliness, hygiene, infection control, and environmental safety standards are maintained.

Maintenance & Infrastructure Management

• Provide overall oversight to the Maintenance team for upkeep and maintenance of hospital infrastructure and utilities.
• Ensure efficient functioning of electrical systems, HVAC/air-conditioning systems, plumbing, generators, elevators/lifts, civil maintenance, and utility services.
• Ensure preventive and breakdown maintenance schedules are effectively implemented.

Patient Experience & Service Excellence

• Champion a culture of compassionate, responsive, and patient-centered care across all operational functions.
• Monitor patient feedback, complaints, and service recovery mechanisms.

Quality, Safety & Compliance

• Ensure compliance with NABH standards, infection control practices, safety protocols, statutory regulations, and hospital policies.
• Support quality improvement initiatives, audits, inspections, and accreditation activities.

Process Improvement & Operational Efficiency

• Drive process optimization initiatives across clinical and non-clinical operations.
• Use operational dashboards, audits, and review mechanisms for continuous improvement.

Team Leadership & People Management

• Provide leadership, mentoring, and guidance to reporting managers and operational teams.
• Promote accountability, teamwork, discipline, collaboration, and operational ownership.

Strategic & Management Support

• Support senior management in operational planning and implementation of strategic initiatives.
• Prepare and present operational reports, statistics, dashboards, and management updates.

Knowledge and Skills Required

• Strong knowledge of hospital operations and administration.
• Knowledge of NABH standards and healthcare regulatory requirements.
• Knowledge of facility management, support services, and hospital infrastructure systems.
• Strong leadership and operational management skills.
• Excellent coordination and interdepartmental collaboration abilities.
• Data analysis, operational planning, and problem-solving capability.

Educational Requirement

• Graduate preferably with Post Graduate qualification in Hospital Administration / Healthcare Management / Operations / Business Administration or related field.

Experience

• Minimum 15 years of experience in hospital operations, healthcare administration, or facility management, with significant leadership responsibility in both clinical and non-clinical operations.

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