Operations Head

Job Purpose

The Head of Operations is responsible for driving the operational efficiency, administrative excellence, non-clinical service delivery, and financial sustainability of the hospital. Working in tandem with the Medical Superintendent and Nursing Superintendent, this role ensures smooth daily operations across outpatient, inpatient, IVF, diagnostic, administrative, and facility management departments while maximizing patient (expecting mothers and families) satisfaction and resource utilization.

Key Responsibilities & Accountabilities

1. Daily Operational Management & Process Improvement

1. Lead day-to-day non-clinical operations including Front Desk, Admissions, Billing, Housekeeping, Catering/Dietary (antenatal and postnatal diet plans), Security, Transport (including neonatal ambulance transport), and Stores.
2. Streamline patient flow across OPD, IPD, the IVF Centre, Diagnostics, and Emergency to reduce waiting and turnaround times (TAT), including for high-risk pregnancy and NICU admissions.
3. Implement lean processes to eliminate bottlenecks in admission, transfer, and discharge workflows, including newborn discharge and IVF patient scheduling.

2. Financial Operations & Cost Management

1. Manage operational budgets, control overhead costs, and eliminate wastage across departments.
2. Oversee revenue cycle operations at the frontline — billing accuracy, collection efficiency, and insurance/TPA desk workflows for maternity and IVF packages (largely self-pay/cash).
3. Monitor inventory levels for non-clinical consumables and medical supplies, including NICU and IVF consumables, to optimize holding costs.

3. Facility, Security & Bio-Engineering Management

1. Ensure uninterrupted utility management (power back-up, water, HVAC, oxygen plant) critical for NICU and OT continuity.
2. Coordinate maintenance and uptime of medical infrastructure — fetal monitors, NICU incubators/ventilators, IVF lab equipment — in liaison with biomedical engineering and facility teams.
3. Enforce security protocols, fire safety compliance, and disaster management readiness, including dedicated protocols for NICU/newborn security (infant anti-abduction systems).

4. Patient Experience & Quality Compliance

1. Elevate the overall non-clinical patient experience for expecting mothers and families, from entry to exit.
2. Monitor patient feedback scores and address operational grievances within stipulated turnaround times.
3. Work with quality teams to maintain NABH/JCI operational standards and non-clinical safety requirements.

5. Vendor Management & Supply Chain Operations

1. Oversee service level agreements (SLAs) and contracts for outsourced services (food & beverage, security, laundry, housekeeping, pest control).
2. Ensure timely procurement and distribution of operational supplies across maternity wards, NICU, and administrative units.

Qualifications & Experience

1. Graduate/Postgraduate in Hospital Administration, Business Administration, or a related field.
2. 8-12 years of hospital operations experience, including at least 3-4 years in a leadership role, preferably in a maternity or women & child care hospital.

Key Skills & Competencies

Process improvement, vendor and facility management, patient experience management, cost control, cross-functional coordination.