The Assistant Manager Operations will be responsible for driving service excellence across both Outpatient (OP) and Inpatient (IP) services, ensuring seamless department coordination, and managing critical workflows like ICU coordination. Reporting directly to the General Manager Operations, this role requires a data-driven professional who can monitor key performance indicators (KPIs), trend patient concerns, lead Quality Improvement Projects (QIP), and handle operational escalations effectively to maintain high standards of patient satisfaction.

Key Responsibilities & Verticals Assigned 1. Service Excellence (OP & IP)
- Oversee and enhance the patient journey across all Outpatient (OP) and Inpatient (IP) touchpoints to ensure a seamless, empathetic, and effective care experience.
- Design and implement service excellence frameworks to reduce patient waiting times and improve overall hospital hospitality.
- Conduct regular floor walks and audits to ensure compliance with service delivery standards
- Develop and maintain Standard Operating Procedures (SOPs)



for all patient-facing touchpoints, ensuring consistent service delivery across shifts
- Monitor and act on real-time patient feedback tools to address concerns proactively during the stay
- Oversee VIP/VVIP patient coordination and ensure differentiated service protocols are in place

2. Cross-Department & ICU Coordination
- Act as the primary operational liaison between clinical, nursing, administrative, and support departments (such as Front Office, Billing, Housekeeping, and Security) to eliminate operational bottlenecks.
- Facilitate smooth ICU coordination, ensuring optimized bed management, timely transfers, and swift resolution of any operational constraints affecting critical care areas.
- Coordinate with the medical team for clinical escalation pathways, ensuring non-clinical operational barriers do not delay time-sensitive interventions
- Liaise with the pharmacy, labs, and radiology for TAT adherence

📌 Assistant Manager (Thiruvananthapuram)
🏢 Care Hospital
📍 Thiruvananthapuram