Floor Team Leader

Key Responsibilities

The successful candidate will be responsible for ensuring the smooth and efficient functioning of daily operations across all departments within the organization.

1. Operational Readiness

• Ensure adequate inventory is available across departments
• Verify functionality of queue management systems, cash change availability, and hardware/software systems
• Check attendance, grooming, and readiness of all staff, including housekeeping and security

1. Staffing & Coordination

• Coordinate with the management team for backup staffing in case of absenteeism
• Communicate clinic readiness or gaps to the head office

1. Facility & Cleanliness Oversight

• Conduct regular checks for cleanliness in all areas: reception, waiting lounge, pantry, stairways, toilets, and testing areas
• Supervise housekeeping and maintenance staff to ensure hygiene and upkeep standards

1. Patient & Doctor Coordination

• Inform respective departments about booked procedures/investigations
• Confirm doctor schedules (chamber/reporting) and communicate any changes to reception, CRM, and patients
• Provide doctors with expected patient volumes in advance for scheduling

1. Patient Experience & Human Touch

• Be constantly present in the patient-waiting area to assist patients and address queries or complaints
• Engage with patients regularly, ensuring a warm and helpful experience
• Educate patients about their investigations and provide personalized assistance where needed
• Give special attention to corporate clients and health package patients, including their meals and scheduling

1. SOP & Front Desk Monitoring

• Ensure reception staff follows Standard Operating Procedures at all times
• Assist during peak hours in billing procedures
• Coordinate with the IT department for rectification of patient details or technical issues

1. Turnaround Time (TAT) & Report Management

• Liaise with testing departments and Phlebotomy to maintain minimal TAT for patient reports
• Monitor urgent reports daily and update referred doctors. Share report status with HO between 4–5 PM

1. Grievance & Emergency Handling

• Report any patient-related or operational grievances (e.g., machine breakdowns, technician shortages) to Center/Assistant Manager immediately
• In case of emergencies, promptly escalate to designated emergency contacts and team

1. Sales & Business Support

• Review OPD prescriptions to identify potential for additional tests and health packages
• Convince and guide patients regarding recommended diagnostics to boost business
• Oversee posting of daily discounts/refunds and seek necessary approvals from HO

1. Supervision & Administrative Support

• Ensure all counters, helpdesks, and departments are appropriately staffed during office hours
• Manage tasks such as:
• Attending patient/relative queries
• Ordering and taking stock
• Supervising cleanliness and visual displays
• Conducting team meetings
• Recruiting, onboarding, and training new staff
• Delegating workload and supervising overall staff performance
• Performing ad hoc duties and supporting the Center Manager with miscellaneous operations

1. Feedback & Liaison

• Ensure patient feedback forms are distributed, filled, and collected
• Maintain good communication and coordination with Reporting Doctors, Referring Doctors, and Marketing teams when necessary