Floor Manager – Hospital Operations

Job Title: Floor Manager – OperationsExperience Required: 5 Years in Hospital Floor Operations / Patient ServicesQualification: Graduate in any stream (preferred: Healthcare/Hospitality) with MBA in Hospital Management / MHA (desirable)Dr. P.K. Saha Hospital is 183 bedded multispecialty Hospital in heart of the city of Cooch Behar. It is the largest private hospital in neighbouring few districts in West Bengal with all major departments and is an extremely busy hospital with state-of-the-art emergency care, Cathlab, Neurosurgical facilities, high-end diagnostic and laboratory services and excellent round-the-clock bed occupancy.

Job Description________________________________________Key ResponsibilitiesFloor Operations Management

• Supervise daily functioning of inpatient and outpatient floors, ensuring high operational standards.
• Coordinate admissions, discharges, and transfers in liaison with nursing, admissions, and housekeeping teams.
• Ensure cleanliness, safety, and comfort standards are consistently maintained across all patient areas.

Patient Counselling & Support

• Provide empathetic patient counselling regarding hospital policies, treatment flow, and financial procedures.
• Educate patients and families on admission/discharge formalities, diagnostics, pharmacy, and available support services.
• Address concerns, clarify doubts, and offer emotional support where needed, ensuring a stress-free experience.
• Act as a liaison between patients, doctors, and administrative teams to facilitate smooth communication.

Service Excellence and Grievance Handling

• Monitor and ensure high-quality patient experience across all touchpoints during their hospital stay.
• Take proactive steps to reduce service Turnaround Time (TAT) for key processes such as patient discharge, diagnostic tests, pharmacy delivery, and transport services.
• Coordinate with nursing, billing, diagnostics, and pharmacy departments to ensure minimal delays.
• Ensure that all patient-related services are delivered in a timely, courteous, and efficient manner.
• Capture patient feedback regularly, address concerns, and escalate complex grievances to senior management when necessary.
• Promote a culture of service excellence among all floor staff through regular monitoring and training.

Staff Supervision and Coordination

• Manage and monitor performance of floor coordinators, patient care executives, and ward support staff.
• Maintain discipline, attendance, and grooming standards of all assigned team members.
• Conduct regular team briefings, assign duties, and ensure optimal workforce availability per shift.

Interdepartmental Liaison

• Coordinate with clinical departments, nursing, diagnostics, pharmacy, and billing teams for seamless service.
• Ensure prompt escalation and resolution of any operational delays or interdepartmental issues.

Reporting and Compliance

• Maintain accurate records of floor activities including bed status, incident logs, and shift reports.
• Ensure compliance with hospital protocols, infection control, and patient safety norms.

Emergency Preparedness

• Handle medical and non-medical emergencies on the floor with composure and efficiency.
• Support implementation of emergency codes (Code Blue, Fire, Disaster, etc.) as per hospital SOPs.

Doctor Coordination

• Coordinate with doctors and consultants to ensure timely patient rounds, procedures, and treatment updates.
• Communicate any special instructions, complaints, or requirements from doctors to relevant departments (nursing, diagnostics, pharmacy, etc.)
• Assist in managing the flow of doctor-patient interactions to minimize wait times and enhance clinical efficiency.
• Ensure that any logistical or support requirements from doctors (e.g., equipment availability, bed allocation, or patient transport) are addressed promptly.
• Maintain professional communication and follow-up for any concerns raised by consultants regarding patient care or floor operations.________________________________________Required Skills and Qualifications
• Graduate in any discipline; Postgraduate qualification in Hospital Administration, Healthcare, or Hospitality Management preferred.
• Minimum 5 years of experience in hospital floor management or patient service roles.