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