Chief Operating Officer Hospital

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 Responsibilities
1. 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
  10–20 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