Job Title: Operations Manager

Location: Shalby Hospitals - Vapi, Gujarat

Department: Hospital Operations

Reports To: Hospital Director / COO

Employment Type: Full Time

Key Responsibilities : Hospitality & Patient Experience

- Ensure a warm, welcoming, and empathetic environment for all patients, attendants, and visitors.
- Monitor front office staff performance and improve patient onboarding and discharge experience.
- Implement feedback systems (verbal, written, digital) to continually improve patient satisfaction.
- Handle VIP patient services and maintain protocols for high-profile cases.

Housekeeping & Cleanliness

- Supervise daily housekeeping schedules to ensure cleanliness and infection control across all hospital zones.
- Implement audits and checklists to maintain hygiene standards, especially in patient areas, ICUs, and operating theatres.
- Coordinate with vendors for supplies and quality of housekeeping materials.

Billing & Admissions

- Collaborate with the billing department to reduce billing errors, delays, and disputes.
- Ensure the admissions process is smooth, transparent, and patient-friendly.
- Train teams to handle queries about insurance, package inclusions, and medical cost estimates.

Room & Bed Management

- Oversee room allocation, discharge readiness, and bed availability in real time.
- Coordinate between wards, housekeeping, and maintenance to reduce patient wait times for rooms.
- Track occupancy, turnaround time (TAT), and capacity utilization.

Administration & Vendor Management

- Manage admin functions such as security, cafeteria,



biomedical waste handling, and internal logistics.
- Liaise with vendors for timely delivery of services and supplies (linen, F&B;, maintenance, etc.).
- Ensure AMC (Annual Maintenance Contracts) and utility services run smoothly and within budget.

Linen & Laundry Services

- Oversee the timely availability of clean linen for all departments.
- Monitor inventory levels, wastage, and linen damage.
- Ensure laundry processes meet hospital infection control standards.

Transport & Driver Coordination

- Supervise hospital vehicles, ambulance availability, and driver performance.
- Manage duty rosters, fuel usage, and maintenance of the vehicle fleet.
- Implement transport SOPs for emergency, patient pickup/drop, and home sample collection if applicable.

Customer Relationship & Grievance Handling

- Act as the escalation point for patient or family grievances related to non-clinical services.
- Resolve complaints promptly while maintaining a positive hospital image.
- Maintain detailed logs of issues, actions taken, and outcomes for management review.

Leadership & Team Management

- Lead and mentor department supervisors and team leads.
- Conduct regular training, briefings,



and motivation sessions for staff.
- Foster a culture of ownership, accountability, and continuous service excellence.

Process Improvement & Reporting

- Develop and implement SOPs across departments for consistent service delivery.
- Monitor KPIs such as patient satisfaction scores, turnaround times, complaint resolution time, and operational costs.
- Present weekly/monthly operational reports to senior management with data insights and improvement plans.

Compliance & Safety

- Ensure adherence to NABH, fire safety, biomedical waste, and legal compliance requirements.
- Coordinate mock drills, safety checks, and documentation required for hospital accreditation.

Required skills and Qualifications :

- Bachelor's degree in Hospitality Management or Healthcare Administration .
- Minimum 1 -3 years of experience in hospital or hotel operations, preferably in a leadership role.
- Excellent verbal and written communication skills.
- Robust leadership, interpersonal, and problem-solving abilities.
- Highly proactive with an eye for detail and service quality.
- Comfortable managing multiple departments and handling crises.

Preferred Qualities :

- Prior experience in NABH-accredited hospitals is a plus.
- Multilingual skills (especially English, Hindi, and local language) preferred.
- Empathetic, customer-focused, and a team motivator.

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits :

- Health insurance
- Provident Fund

Work Location: In person

📌 Operations Executive (Vapi)
🏢 Shalby
📍 Vapi