Job Purpose

The Manager on Duty is responsible for overseeing the smooth functioning of hospital operations during the assigned shift. The role involves coordinating with clinical and non-clinical departments, addressing patient and attendant concerns, managing emergencies and operational issues, and ensuring compliance with hospital policies, safety standards, and service quality requirements.

Key Roles & Responsibilities

- Supervise and coordinate overall hospital operations during the assigned shift.
- Ensure smooth functioning of all clinical and non-clinical departments.
- Act as the key point of contact for operational issues during the shift.
- Coordinate with doctors, nursing, housekeeping, security, pharmacy, billing, diagnostics, maintenance, and other departments.
- Attend to patient and attendant concerns and ensure timely resolution.
- Monitor patient flow, admissions, discharges, transfers, and bed availability.
- Handle and escalate critical operational, patient-care, safety, and security issues appropriately.
- Coordinate during medical, fire, security, technical, and other emergencies as per hospital protocols.
- Ensure adequate staffing and proper deployment of manpower during the shift.
- Monitor cleanliness, hygiene, housekeeping standards, and overall hospital environment.
- Ensure availability and functioning of essential hospital services and equipment.
- Coordinate with the maintenance team for breakdowns, utilities, HVAC, electrical, plumbing, and other facility-related issues.
- Monitor security arrangements and address any security-related concerns.




- Ensure compliance with hospital SOPs, policies, statutory requirements, and accreditation standards.
- Monitor adherence to patient safety and infection prevention practices.
- Ensure proper documentation and reporting of incidents, complaints, and operational issues.
- Conduct regular rounds of the hospital and identify areas requiring immediate attention.
- Coordinate with the concerned HODs for timely resolution of departmental issues.
- Maintain effective communication between departments during the shift.
- Prepare and submit shift reports, incident reports, and other operational reports as required.
- Ensure proper handover of pending issues and critical information to the next shift.
- Support implementation of quality improvement initiatives and hospital operational policies.
- Assist management during audits, inspections, emergency drills, and accreditation activities.
- Ensure qualified conduct and appropriate customer-service standards among hospital staff.
- Perform any other duties assigned by the Hospital Management / Operations Head.

Patient & Customer Service
- Ensure patients and attendants receive prompt and courteous assistance.




- Resolve service-related complaints within the scope of authority.
- Coordinate with relevant departments to minimize delays in patient services.
- Ensure appropriate escalation of unresolved or sensitive complaints to senior management.
- Maintain confidentiality of patient and hospital information.

Emergency & Incident Management
- Take immediate operational control during emergencies until the concerned authority takes charge.
- Coordinate with clinical teams, security, maintenance, and other departments during emergencies.
- Ensure emergency response protocols are followed.
- Document and report incidents to the appropriate management team.
- Participate in emergency preparedness and mock drills.

Reporting & Documentation
- Maintain the Manager on Duty shift logbook.
- Record significant incidents, complaints, delays, equipment breakdowns, and corrective actions.
- Prepare daily/shift operational reports.
- Ensure proper handover to the incoming MOD or concerned department.
- Follow up on unresolved issues until closure.

Key Performance Indicators (KPIs)
- Patient and attendant satisfaction.
- Timely resolution of operational complaints.
- Smooth hospital operations during assigned shifts.
- Compliance with hospital SOPs and policies.
- Incident response and escalation management.
- Effective interdepartmental coordination.
- Timely completion of shift reports and handovers.
- Reduction in operational delays and service gaps.
- Compliance with quality, safety, and accreditation requirements.

📌 Manager on Duty (Navi Mumbai)
🏢 Sahrudaya Health Care
📍 Navi Mumbai