Operations Manager (Out Patient)

Job Description

Reports To: Hospital Operations Manager / Medical Superintendent

About Continental Hospitals:

Our hospital is dedicated to providing high-quality healthcare services through innovation, advanced technology, and world-class medical care.

At Continental Hospitals, we value excellence, patient safety, and continuous improvement, ensuring a world-class experience for every patient. We are committed to providing holistic care that nurtures the health and well-being of all those we serve.

Job Summary:

The OP Manager will lead a team of professionals to maintain high levels of patient satisfaction, drive operational excellence, and contribute to the hospital's continued success.

Key Responsibilities:

• Operational Management:
• Lead and manage the day-to-day operations of the Outpatient Department, ensuring timely patient registration, appointment scheduling, and consultation processes.
• Monitor patient flow, ensuring efficiency in service delivery, reducing waiting times, and optimizing patient care.
• Coordinate with other hospital departments, such as diagnostics, billing, pharmacy, and medical records, for seamless integration of outpatient services.
• Implement best practices in operational efficiency to ensure smooth functioning of the OPD.
• Team Leadership:
• Supervise and manage a team of outpatient staff, including receptionists, nurses, and clerical support, ensuring adherence to hospital protocols and quality standards.
• Provide leadership, mentorship, and training to enhance team performance and patient care.
• Manage staff schedules to ensure proper coverage during peak hours, balancing workload, and staff availability.
• Patient Services & Satisfaction:
• Promote a patient-centered approach, ensuring patients receive timely, compassionate, and high-quality care.
• Handle patient complaints and concerns promptly, professionally addressing issues and ensuring continuous improvement in service delivery.
• Ensure the outpatient services team communicates effectively with patients regarding appointments, procedures, and other necessary information.
• Financial Management:
• Collaborate with senior management to plan and manage the outpatient department budget effectively.
• Ensure cost-efficient resource utilization while maintaining high standards of patient care.
• Work closely with the billing team to ensure accurate and timely billing for outpatient services, and monitor revenue generation within the OPD.
• Quality Assurance & Compliance:
• Ensure that all outpatient services comply with hospital policies, legal regulations, and industry standards.
• Conduct regular quality checks and audits to ensure patient safety and satisfaction, while improving operational standards.
• Implement continuous improvement strategies based on audit findings, feedback, and performance analysis.
• Coordination & Reporting:
• Serve as a key liaison between the OPD and other hospital departments, fostering collaboration and ensuring smooth coordination of patient care.
• Prepare and present regular performance reports on patient satisfaction, operational challenges, and departmental performance to senior management.
• Analyze data and feedback to identify opportunities for process enhancements and implement changes where needed.

Qualifications:

• Education: Bachelor's degree in Healthcare Management, Hospital Administration, or related field. A Master's degree is preferred.
• Experience: Minimum of 10 years of experience in outpatient management within a multispecialty hospital, with at least 5 years in a Manager Role.
• Skills:
• Extensive knowledge of outpatient operations, patient care protocols, and healthcare regulations.
• Strong leadership, team management, and interpersonal communication skills.
• Ability to drive operational efficiency while maintaining high standards of care and service.
• Proficiency in hospital management software and Microsoft Office Suite.
• Strong problem-solving, multitasking, and time management abilities.

Key Competencies:

• Leadership & Decision Making: Proven ability to lead a diverse team, make informed decisions, and implement effective solutions.
• Patient-Centered Focus: Strong commitment to ensuring a positive, patient-centered experience.
• Attention to Detail: Consistently monitors and ensures quality in all aspects of outpatient service delivery.
• Problem-Solving: Ability to identify and address operational challenges, improve patient care, and enhance team performance.
• Multitasking & Time Management: Ability to manage multiple priorities in a fast-paced, dynamic hospital environment.