Role - Head of Operations Non-clinical

Position Title: Head of Operations (Non-clinical)

Reporting To: Medical Director

Scope: 600-Bed Multi & Super-Specialty Hospital Campus

Direct Reports: Procurement & Central Stores, Facility Management & Engineering, Housekeeping & Environmental Services, Security & Loss Prevention, Revenue Cycle/TPA, Human Resources, Legal & Compliance, and Contracted Manpower Management

Executive Summary The Chief Operating Officer (COO) will hold complete Executive Accountability for the Operational Governance, Fiscal Control, Physical Space Quality, Supply Chain, and Non-clinical Service Delivery across the 600-Bed Hospital Campus.

This role demands a Strategic, Data-driven Operational Leader who balances Cost-engineering (Energy, Engineering, Spares, Inventory) and Revenue Assurance (TPA, Insurance, Government schemes like MJPJY, Ayushman Bharat, etc.) with impeccable Facility Hygiene, Security Governance, High-value Procurement, and Workforce Management. The ideal candidate possesses Executive Presence and Persuasive Communication Skills to bridge Clinical Needs, Administrative Rigor, Vendor Execution, and Regulatory Bodies.

Core Key Performance Indicators (KPIs)

- Housekeeping & Facility Quality: Patient satisfaction scores for cleanliness (>95%), infection control compliance in environmental services, strict adherence to color-coded waste management, and zero facility downtime.
- Procurement & Inventory Efficiency: Material cost reduction year-over-year, zero stock-outs of critical medical/non-medical supplies, optimized inventory turn-around ratios, and reduction in Central Store carrying costs via ABC/VED controls.
- Energy & Engineering Cost Optimization: Direct reduction in energy consumption per bed-day, minimized equipment downtime, and controlled engineering spares holding costs.
- Revenue Cycle Realization: Minimal TPA/Scheme claim rejection rate, reduced Accounts Receivable (AR) days, zero non-clinical billing leakage, and faster pre-authorization turnaround times (TAT).
- Vendor & Contract Performance: 100% SLA compliance and zero statutory violations across outsourced manpower (housekeeping, security, catering, laundry, transport).
- NABH & Equivalent Certification – Stringent and rigorous implementation of all the Quality Requirements and Monitoring for best in class compliance.

Key Responsibilities 1. Housekeeping, Hygiene & Environmental Services

- Lead overall housekeeping operations to maintain international standards of cleanliness, infection control, and environmental sanitation across all 600 beds, OTs, ICUs, OPDs, and common areas.
- Establish standard operating procedures (SOPs) for high-touch surface disinfection, terminal cleaning protocols, linen and laundry management, and pest control.
- Enforce strict compliance with Biomedical Waste (BMW) management rules,



hazardous chemical handling, and infection control committee guidelines.
- Deploy technology solutions (e.g., automated digital housekeeping audits, task-tracking apps) to track floor hygiene, turn-around times for bed sanitization, and staff deployment.

2. Facility Management, Engineering & Energy Optimization

- Oversee comprehensive facility management, civil maintenance, HVAC, water treatment, electrical utilities, power backup, and medical gas pipeline systems (MGPS).
- Leverage modern technological tools—such as Building Management Systems (BMS), IoT energy meters, and Computerized Maintenance Management Systems (CMMS)—to track real-time utility usage and run predictive maintenance.
- Drive targeted cost-improvement programs for energy consumption, water usage, and engineering spares through standardization and lifecycle asset management. Drive Manpower Productivity initiatives to effectively manage Service Provider costs.

3. Sourcing, Procurement & Central Stores Governance

- Direct centralized hospital procurement spanning capital equipment (Capex), biomedical supplies, pharmaceuticals, surgical, office consumables, and engineering spares.
- Formulate strategic rate contracts, vendor selection criteria, and volume negotiation frameworks to lower Total Cost of Ownership (TCO).
- Enforce rigid controls over Central Stores and sub-stores using ERP tools, FIFO/FEFO rules, re-order levels, ABC/VED matrix analysis, and scrap/obsolescence protocols.

4. Revenue Cycle Management (TPA, Insurance & Government Schemes)

- Govern the operational execution of TPA desks, commercial insurance, and Government Health Schemes (e.g., PM-JAY, State Health Insurance Programs) to maximize realization and cash flow.
- Streamline pre-authorization workflows, clinical documentation auditing, accurate billing/coding, and aggressive claim tracking to minimize rejections and shorten AR cycles.
- Maintain senior-level relationships with government scheme officials and insurance panel executives to resolve impasses, update package rates, and ensure smooth empanelment.

5. HR Operations & Service/Manpower Contract Management

- Collaborate with HR on non-clinical workforce planning, operational staffing ratios, employee retention, and productivity management across administrative and support departments.
- Structure, negotiate, and enforce high-value contracts for outsourced manpower (housekeeping staff, security personnel, catering,



and specialized technical teams).
- Conduct regular statutory audits to ensure third-party vendors strictly comply with labor laws, minimum wages, EPF/ESI regulations, and safety mandates.

6. Campus Security, Loss Prevention & Safety

- Establish high-standard physical security, access control, and crowd-handling protocols across all patient zones, emergency rooms, waiting halls, and parking areas.
- Govern third-party security agencies through measurable SLAs, performance audits, and mandatory soft skills/de-escalation training.
- Oversee CCTV monitoring, visitor management software, loss prevention for high-value pharma and equipment, and emergency response/fire safety evacuation drills.

7. Legal, Regulatory Compliance & Public Relations

- Ensure 100% compliance with municipal operational licenses, environmental safety clearances, radiation safety, fire safety norms, and healthcare Labour Laws.
- Act as the lead administrative liaison during municipal inspections, law enforcement interactions, medico-legal incidents, and local community/social engagements.
- Use robust spoken and influencing skills to align clinical leaders (Medical Director, Clinical Department Chiefs) with operational workflows to streamline patient flow, bed turnover, and administrative efficiency.

Candidate Profile & Qualifications Requirements & Qualifications

- Education: Masters in Hospital Administration (MHA), MBA in Healthcare/Operations Management, or an equivalent post-graduate executive degree from a premier institution.
- Experience: 15–20+ years of healthcare operational experience, with at least 5–7 years in an executive leadership role (COO / VP Operations) managing a large 400+ to 600+ bed multi/super-specialty hospital.

Core Competencies & Skills

- Facility & Housekeeping Governance: Deep understanding of hospital hygiene standards, infection prevention protocols, environmental cleaning technologies, and floor team management.
- Procurement & Supply Chain Expertise: Strategic sourcing mastery, rate-contract negotiation, central store inventory logistics, and ERP-driven stock management.
- Cost Engineering & Energy Tech: Proven ability to leverage BMS, CMMS, and IoT tools to control energy, maintenance, and engineering spares overheads.
- Revenue Cycle Literacy: In-depth exposure to TPA operations, government health scheme workflows, billing governance, and financial accounting.
- Vendor & Contract Law: Demonstrated success in structuring, auditing, and enforcing service contracts for outsourced manpower while maintaining strict Legal/Labour Compliance.
- Communication & Influence: Exceptional verbal communication, negotiation skills, and executive gravitas to manage external regulators, internal department heads, and unionized/contractual workforces.

📌 Head Operations - Non-clinical (Sambhajinagar)
🏢 Dr. Babasaheb Ambedkar Vaidyakiya Pratishthan
📍 Sambhajinagar