Role & responsibilities

- Oversee day-to-day operations across centers.
- Ensure smooth patient flow, optimal scheduling, and minimal waiting times.
- Monitor center performance, utilization, and service efficiency.

Team Management & Coordination

- Manage cross-functional teams including front office, patient coordinators, nursing coordination, and admin staff.
- Ensure proper staffing, rostering, and productivity management.
- Drive accountability and service-oriented culture across centers.

Patient Experience & Service Excellence

- Ensure consistent delivery of high-quality patient experience across all touchpoints.
- Handle escalations and ensure timely resolution of patient concerns.
- Drive empathy, communication, and service standards within frontline teams.

Training & Capability Building

- Conduct regular training sessions on communication, soft skills, and patient handling.
- Train teams on the complete patient journey from consultation to discharge.
- Design induction and refresher programs.
- Conduct role plays, assessments, and coaching interventions.

Process Adherence & Audits





- Ensure implementation and adherence to clinical and non-clinical SOPs.
- Conduct audits on service quality, hygiene, grooming, and compliance.
- Identify gaps and implement corrective action plans.

Complaint & Feedback Management

- Analyze patient feedback, complaints, and NPS trends.
- Identify recurring issues and implement corrective interventions.
- Support low-performing centers with targeted improvement plans.

Inventory & Resource Management

- Oversee availability of medicines, consumables, and equipment.
- Coordinate with procurement to ensure uninterrupted operations.
- Control costs and reduce wastage.

Reporting & Performance Monitoring

- Track operational and patient experience metrics.
- Prepare MIS reports for leadership review.
- Use data insights to drive decision-making and improvements.

Preferred candidate profile

Graduate in Clinical/ Medical Background (BDS/BHMS/BAMS/Nursing/Physiotherapy), MBA In hospital & healthcare management

6 to 12 years (preferably in hospital / IVF / healthcare chain)

Location: Gurgaon sector 18

📌 Looking For a AM/DM - Hospital Operations For Gurgaon (Gurugram)
🏢 Indira IVF Hospital
📍 Gurugram