Chief Operating Officer Hospital

Job Description Chief Operating Officer (COO) Mayom Hospital, 125-Bedded NABH Accredited, Gurugram Position Summary The Chief Operating Officer (COO) is responsible for the comprehensive operational leadership of Mayom Hospital. The role ensures smooth day-to-day functioning, operational excellence, quality compliance, patient satisfaction, and continuous revenue growth. The COO oversees all clinical and non-clinical departments, optimizes resources, strengthens organizational processes, and drives both top-line and bottom-line performance in alignment with the hospital's strategic goals. Key Responsibilities1. Overall Hospital Operations Management - Provide leadership for complete hospital operations including OPD, IPD, Emergency, ICU, OT, Diagnostics, Pharmacy, Billing, Front Office, Support Services, and Outsourced Services. - Ensure seamless coordination across departments for efficient patient care and service delivery. - Monitor daily hospital functioning, address operational gaps, and resolve escalations promptly. 2. Revenue Generation & Growth - Drive strategies to increase OPD footfall, IPD occupancy, surgery count, diagnostics volume, and high-value specialty services. - Monitor department-wise revenue and ensure the achievement of monthly/quarterly targets. - Implement service improvements, new clinical programs, and cost optimization initiatives to enhance profitability. - Collaborate with marketing, business development, and clinical teams to support revenue expansion. 3. Top Line & Bottom Line Management - Oversee the hospital's financial health through efficient resource utilization. - Maintain strong control over: - Cost of consumables - Manpower budgeting - Procurement and inventory - Outsourced agency expenses - Maintenance & energy costs - Review P&L statements and ensure sustainable margin improvement. - Develop annual budgets and monitor variance against actuals. 4. Quality, Accreditation & Compliance - Ensure full compliance with NABH standards and lead internal audits, documentation, and quality improvement programs. - Ensure regulatory compliance for PNDT, AERB, Bio-medical Waste, Fire NOC, Pollution Control Board, Pharmacy, Lab, and other statutory requirements. - Strengthen patient safety initiatives and clinical governance. 5. Patient Experience & Service Excellence - Oversee front office, customer care, and grievance redressal systems. - Ensure high standards of patient counseling, communication, and hospitality. - Implement patient feedback mechanisms and continuous service improvement processes. - Resolve escalated patient issues with promptness and professionalism. 6. Staff Management & Leadership - Lead, mentor, and evaluate all departmental heads including Nursing, HR, Finance, Maintenance, Housekeeping, Security, IT, and Quality. - Oversee recruitment, training, performance appraisals, and discipline. - Ensure staff morale, culture building, and adherence to hospital policies. - Maintain adequate staffing as per NABH norms. 7. Departmental Coordination & Daily Round Management - Conduct daily hospital rounds and action planning with department heads. - Identify operational bottlenecks and implement corrective steps. - Conduct periodic review meetings with all verticals for performance tracking. 8. Operational Control of Outsourced Services - Oversee housekeeping, security, biomedical engineering, laundry, cafeteria, and other outsourced vendor services. - Ensure adherence to SLAs, manpower deployment, and quality benchmarks. - Negotiate contracts and monitor vendor performance and cost control. 9. Technology, IT & HIS Oversight - Ensure optimal usage of HIS for billing, pharmacy, lab, and clinical care. - Oversee IT infrastructure, support services, CCTV monitoring, digital records, and data security. - Drive automation and digital transformation initiatives. 10. Strategic Planning & Business Support - Participate in strategic decision-making with the CEO and management board. - Identify new specialties, services, and business opportunities. - Support marketing, corporate tie-ups, and government panel expansions. 11. Reporting & MIS - Review and submit daily, weekly, and monthly MIS reports on: - Revenue performance - Bed occupancy - Daily admissions/discharges - Cash, insurance & govt panel billing - Patient feedback & service metrics - Provide analytical insights for operational improvement and cost control. Qualifications & Experience - Master's degree in Hospital Administration, Healthcare Management or MBA. - Minimum 1020 years of experience in hospital operations, preferably in a 100+ bedded NABH-accredited facility. - Strong experience in P&L management, operations leadership, staff management, and quality compliance. Core Competencies - Strategic and operational leadership - Revenue-oriented decision-making - Strong analytical & MIS interpretation skills - Crisis management & problem-solving - Excellent communication, coordination & team motivation - Quality, safety & compliance mindset - High accountability and integrity -