Operations Associate

Job description

Job Description Manager on Duty (MOD) **Department:** Hospital Operations / Administration **Reports to:** Head – Operations / Hospital Director / Unit Head **Role:** Manager on Duty (MOD) **Job Purpose:** To ensure smooth, safe, patient-centric hospital operations during the assigned shift by coordinating clinical and non-clinical departments, resolving operational issues, managing escalations, and ensuring compliance with hospital policies and quality standards. **Key Responsibilities:** 1. **Overall Hospital Operations** - Act as the administrative authority for the hospital during the assigned MOD shift. - Conduct hospital rounds covering Emergency, OPD, IPD, ICU, OT, diagnostics and other critical areas. - Ensure smooth coordination among Nursing, Medical, Operations, Security, Housekeeping, Engineering, Billing and other support departments. - Identify operational gaps and initiate immediate corrective action. 2. **Patient Care & Experience** - Attend escalated patient and attendant complaints and facilitate timely resolution. - Monitor delays related to admission, investigation, consultation, procedures, discharge and billing. - Ensure patient concerns are handled professionally and documented appropriately. - Escalate serious clinical concerns immediately to the appropriate medical authority. 3. **Emergency & Critical Situations** - Coordinate administrative response during medical emergencies, mass casualty incidents, fire, infrastructure breakdowns or other emergencies. - Ensure availability of necessary support services during critical situations. - Coordinate with Emergency, ICU, Nursing, Security and Engineering teams as required. - Inform senior management of significant incidents according to the escalation matrix. 4. **Bed Management & Admissions** - Monitor bed availability and facilitate timely allocation of beds. - Coordinate emergency and planned admissions where operational intervention is required. - Support resolution of ICU/critical-care bed shortages and interdepartmental patient transfers. - Coordinate patient transfers/referrals when required. 5. **Quality, Safety & Compliance** - Ensure adherence to hospital SOPs, patient-safety protocols and applicable NABH standards. - Check compliance related to patient identification, infection control, biomedical waste management, fire safety and general hospital safety. - Report incidents, near misses and significant non-compliances through the appropriate reporting system. 6. **Support Services Monitoring** - Monitor housekeeping standards and cleanliness of patient-care and public areas. - Check security deployment and crowd/visitor management. - Coordinate with Engineering/Maintenance for breakdowns involving electricity, HVAC, lifts, medical gases, water supply and other utilities. - Ensure availability of essential support services during the shift. 7. **Staff Coordination** - Review critical manpower shortages and coordinate immediate alternatives wherever possible. - Address interdepartmental coordination issues affecting patient services. - Ensure appropriate escalation of staff-related issues to the respective department heads. 8. **Documentation & Handover** - Maintain an **MOD Logbook/Shift Report** documenting significant incidents, complaints, breakdowns, delays and actions taken. - Record unresolved issues requiring follow-up. - Provide structured handover to the next MOD and/or Operations leadership. - Submit incident reports for significant ev