General Manager Operations

General Responsibilities;

• Develop department wise operating policies which primarily focuses on enhanced patient care and retention of patient for a repeat visit.
• Planning and reviewing the execution of operational tasks like infrastructure growth, recruiting, performance reviews and compensation, budgeting and accounting.
• Ensuring seamless flow of information among all key departments/ people for smooth operations.
• Planning, developing and conducting regular training sessions for all reporting departments in their respective area of work in addition to general training training programs as put forward by the HR department.
• Participating in staff welfare activities, and staff career planning and growth.
• Finalization of KRAs of the departmental staff.
• Coordinating with HR / Quality for the implementation of policies and processes, and for obtaining various quality certifications.
• Develop innovative / effective strategies to respond to changing economic, social and political conditions
• Providing details on functional and process challenges and solutions for the same, to the managers, associates & external entities, to guide them towards meeting the desired objectives.
• Identifying performance targets and accountabilities for the functional units
• Identifying and addressing deviations and its relevant causes.
• Highlight, strategic and operational problems and issues in day-t o-day transactions and to work jointly for inclusive solutions

Collaborative Participation with Medical Department;

• Collaborate with Clinical and other professional staff in developing, implementing and evaluating policies and programs for continual improvement in the delivery of high quality and cost effective care and services.
• Forecasting and addressing supply and demand
• Establishing MIS in critical areas to help reporting and problem solving
• Ensuring that clear and effective methods of communication are in place between the staff of operations and medical administration / other departments / other related service providers.
• Devising and implementing control mechanisms to address variances.
• Defining parameters for the measurement of service quality.
• Monitoring and reviewing all patient related services to ensure high degree of customer satisfaction index.

Financial Responsibilities;

• To plan and develop self-supportive revenue generating programs from autonomous departments as appropriate.
• Identifying and concentrating on profitable service lines.
• Participate in generating Annual Operating Plan for the unit along with the finance team.
• Developing consensus among the teams on matters related to operation, prior to the development of the budget.
• Allocating resources to the various functional units on the basis of the business plan.
• Monitoring cost to keep expenses at the optimum level.
• Ensuring financial effectiveness and short / long-range planning of the Hospital and for the respective Divisions performance.
• Will be responsible for turnover and adhering to operative margins as per the business plan.
• Evaluating performance against such parameters.
• Devising ways to improve the operational efficiency.
• Developing and executing plans across allied departments to convert walk-in patients to provide potential business

Branding

• Adhering to brand guidelines at outlined in brand manual and is sent as internal communication from time to time.
• Assigning and training the members of the staff on brand guidelines
• Training the patient care staff on abiding by and following the brand guidelines and represent the institution as its ambassadors.
• Work closely with the department of Media and Communications to provide and facilitate information of the unit from time-to-time.
• Plan, design and participate in digital and social media campaigns that directly or indirectly is assigned by the department of media and communications.
• Evaluate and provide patient feedback in writing/ online/video format etc. as assigned by the department of media and communications.
• Representing the organization at external forums and contribute to building a positive external image of the organization.
• Scanning and reviewing the patient feedback online and participating to always keep the rankings high online.

Finally, perform such other duties as may from time-to-time be assigned by the ED/CEO/CFO/MD/Management

General Sign-off

The employee is expected to adhere to all organization policies and to act as a role model in adherence to organization policies.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities.

I have read, understood and had the opportunity to ask questions regarding this position description.