Role: Floor Manager

Designations: Manager – Floor Management

Departments: Operations

Reporting To: Operations Manager

Key Responsibilities The Floor Manager will manage day-to-day floor operations at the centre, ensuring smooth patient flow, service quality, and coordination between clinical and non-clinical teams on the floor. This role acts as the primary point of contact for on-ground service delivery, driving a consistent patient experience across the front office, clinical, and optical touchpoints while supporting the Operations Manager in maintaining floor discipline, staff productivity, and day-to-day operational readiness.

· Supervise daily floor operations to ensure smooth patient flow and minimal waiting time.

· Coordinate between front office, clinical, and optical teams for seamless patient journeys.

· Monitor and resolve on-floor patient service issues in real time.

· Ensure floor staff adherence to grooming, discipline and service standards.

· Support the Operations Manager in daily staff scheduling and floor readiness.

· Escalate operational or resource gaps to the Operations Manager promptly.

· Conduct regular floor walk-throughs to identify service bottlenecks, safety concerns, and cleanliness or ambience gaps.

· Manage patient queues and appointment flow to keep waiting times within defined service benchmarks.

· Handle patient complaints and service escalations on the floor, ensuring first-point resolution wherever possible.





· Track floor-level KPIs (wait times, patient feedback scores, staff attendance) and report deviations to the Operations Manager.

Key Deliverables

· Smooth patient flow with minimal wait-time escalations

· Consistent on-floor service standards

· Timely resolution of floor-level patient issues

· High patient satisfaction and feedback scores for floor experience

· Effective coordination between front office, clinical and optical teams with minimal handoff delays

Candidate Profile

Candidates with prior experience in hospital/retail floor operations or patient service roles, comfortable with high patient-facing interaction. Should be organised, calm under pressure, and comfortable managing multiple priorities across teams during peak footfall. Solid communication and people-handling skills are essential, along with a service-first mindset and the ability to think on their feet to resolve issues in real time. Open to work on weekends mandatorily.

Qualification & Experience

Graduate in any discipline; 3-5 years of experience in hospital/retail floor operations or patient services.

Prior experience in a supervisory or team-lead capacity, and exposure to healthcare or optical retail environments, will be preferred.

Working knowledge of MS Office/basic reporting tools is desirable.

Pay: ₹420,000.00 - ₹540,000.00 per year

Benefits

- Health insurance
- Provident Fund

Work Location: In person

📌 Floor Manager (Worli)
🏢 ASG Eye Hospital
📍 Worli