About Us:
Continental Hospitals stands out as one of the best hospitals in Hyderabad, distinguished by its commitment to adhering to national and international guidelines while offering an extra ordinary aesthetic ambience and safe design. Continental Hospitals is India's first LEED qualified super specialty hospital. With 800 beds and more than 60 specialties, the healthcare institution is a Joint Commission International (JCI) accredited Tertiary care facility, spread across 18 floors (1.3 million sq. ft). Continental Hospitals is built on international standards redefine healthcare in India by providing quality patient care with integrity, transparency, a collaborative approach, and evidence-based medicine
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Job Title: Manager Operations – Multispecialty Hospital
Location: Hyderabad
Position Type: Full-time
Job Summary
The Manager Operations will be responsible for overseeing and optimizing the day-to-day operational activities of the Hospital. This includes managing various departments, improving patient experience, ensuring operational efficiency, maintaining compliance with healthcare regulations, and aligning operations with the overall strategic goals of the organization.
Note: This role is open only to candidates with experience in the Multispecialty Hospital industry
Key Responsibilities
OP Operations Management
- Manage end-to-end Outpatient Department (OPD) operations.
- Ensure seamless patient flow from registration to consultation, diagnostics, billing, and discharge.
- Monitor daily OP volumes and optimize operational efficiency.
- Coordinate with consultants and clinical departments to minimize waiting times.
- Ensure adherence to service standards and operational SOPs.
Patient Experience & Satisfaction
- Drive exceptional patient experience across all OP touchpoints.
- Address patient complaints, escalations, and service recovery initiatives.
- Monitor patient feedback and implement corrective actions.
- Develop and execute patient retention and engagement strategies.
- Ensure personalized service for VIP and international patients when applicable.
Footfall & Business Growth
- Monitor OP footfall trends and identify opportunities for growth.
- Work closely with marketing and referral teams to improve patient retention.
- Develop initiatives to increase repeat visits and patient loyalty.
- Track consultant-wise and specialty-wise patient volumes.
Front Office & Billing Management
- Supervise registration, appointment scheduling, billing, and cash collection processes.
- Ensure accurate patient registration and efficient appointment management.
- Monitor front office productivity and service quality.
- Ensure compliance with hospital billing policies and procedures.
Radiology & Diagnostic Coordination
- Oversee coordination between OP services and Radiology/Diagnostics departments.
- Ensure timely scheduling and reporting of diagnostic investigations.
- Minimize patient waiting time for radiology and diagnostic services.
- Coordinate with department heads to improve service turnaround times.
Team Management
- Lead Front Office Executives, Patient Care Coordinators, Billing Staff, and OP Support Teams.
- Conduct manpower planning and staff scheduling.
- Monitor team performance and productivity.
- Organize training programs focused on patient service excellence and operational efficiency.
- Foster a culture of teamwork and accountability.
Quality & Process Improvement
- Implement quality initiatives and patient service standards.
- Conduct operational audits and identify areas for improvement.
- Ensure compliance with NABH and hospital quality standards.
- Develop and implement SOPs for OP services.
- Monitor key operational metrics and prepare management reports.
Desired Skills & Competencies
- Strong hospital operations management experience.
- Excellent patient relationship and customer service skills.
- Expertise in managing OPD workflows and patient flow.
- Strong leadership and team management capabilities.
- Excellent communication, problem-solving, and conflict resolution skills.
- Good understanding of healthcare quality standards and accreditation requirements.
Qualification
- MBA Hospital Administration / MHA / Healthcare Management
- Graduate with relevant hospital operations experience may also be considered.
Experience
- 10 years + of experience in hospital operations.
- Minimum 5 years as Manager and with the experience managing OPD, Front Office, Patient Experience, or Hospital Operations.
- Experience in multispecialty or tertiary care hospitals preferred.
Key Performance Indicators (KPIs)
- OP Footfall Growth
- Patient Satisfaction Score (NPS/Feedback Scores)
- Patient Waiting Time
- Repeat Patient Visits
- Front Office Service Quality
- Diagnostic Turnaround Time
- Complaint Resolution Time
- Team Productivity & Retention
- Revenue Growth from OP Services
- NABH Compliance & Audit Scores
