Ck Birla Hospital

General Manager - Operations

Location: Ck Birla Hospital, Gurgaon

Role Summary:

Educational Qualification: MBA / Post graduate Diploma in Hospital Administration

Key Job Responsibilities :

- Set and implement the goals and targets for the operations department of the hospital.

- Create consistent and compliant patient services: support the creation of robust SOPs in the departments of Front Office, Housekeeping, F&B, Security and Administration.

- Ensure strong execution of initiatives to meet P/L and EBITDA outcomes

- Establish and adhere to a comprehensive framework of checklists and audits in order to track compliance levels to defined processes.

- Planning, Organizing and Strategizing to ensure that the big plan is robust and taps the business potential of the unit.

- Provide a well staffed and skilled team: ensure adequate staffing in all functions under operations by appointing and managing quality outsourced vendors. Track and support the recruitment of qualified personnel in all key positions in the function.

- Implement Training programmes for staff across defined functional and behavioral areas. Track and follow up with department heads to ensure successful completion of training within their teams.

- Track and respond to patient feedback. Work with patient-facing functions to improve the overall patient experience.

- Ensure statutory compliance across the departments.

- Complete all managerial responsibilities towards staff: delegate responsibilities to all department heads and empower them with the authority and resources to make decisions and fulfill their managerial responsibilities. Help department heads to manage their work challenges and mentor them to be successful and stay motivated. Set staff goals and complete their appraisals. Support their development and maintain their overall engagement with the organization.

- Work in close collaboration with clinical/paramedical/nursing/operations teams to ensure implementation of patient/service excellence initiatives.

- Lead the unit and spearhead the business operations of the hospital to achieve financial, clinical and patient care outcomes.

- Maintain staff discipline and professionalism: approve all policies and practices for nursing staff, including attendance and leave systems, work procedures, employee policies, grooming and etiquette standards and codes of conduct. Be the point of resolution for all issues that are escalated by employees or supervisors around staff conduct and discipline.

- Ensure strong execution of initiatives to meet P/L and EBITDA outcomes.

- Implement a comprehensive patient delivery program and achieve desired sales function results.

- Responsible for preparing operational policies for smooth running of operations across all departments

- Oversee team adherence to standard policies, systems & procedures

- Responsible for auditing the medical records data on regular basis.

- To recruit/train/retain a strong management team

- Liaise with the legal, political and social, IR environment to ensure successful operations within the Hospital.

- Act as an escalation point for all Operational issues and take suitable action by interfacing with the concerned stakeholders to obtain timely resolutions.

-Spearhead an organization wide process re-engineering initiative to enhance operational efficiency and - work on patient delight through operational excellence.

- Take up operations audit as an initiative across all units and restructure the operations team structure.

- Responsible for conducting meetings of HODs at regular intervals.

Functional Knowledge, Skills and Experience:

- MBA / Post graduate Diploma in Hospital Administration

- 10-12 years of prior work experience as Head Operations within the hospital

- Knowledge of strategic planning and execution

- Knowledge in formulating policy, and developing and implementing new strategies and procedure

- Strong team leadership skills and ability to positively influence and inspire teams

Behavioural Competencies:

- Demonstrated ability to work independently and with a sense of urgency in a fast-paced environment

- Streamlining of systems and process and ensure adherence to the same

- Team Management and Development

Role Reporting To Vice-President & Unit Head, CK Birla Healthcare

Key Role Interactions - Internal:

All Departments

Hospital Management Advisor

Key Role Interactions - Bodies