Fernandez Foundation - Senior Manager/AGM/Head - Operations/Administration (8-15 yrs)

Position : Sr. Manager / AGM - Administration

Role : Head Of Operations

Job Description :

- To ensure smooth functioning of day-to-day operations at the CDC unit, be responsible for patient care services, profit, and loss of the unit.

Job Responsibilities :

- Unit Operations (systems & process management)

- Oversee and supervise daily operations of the unit.

- Design the unit workflow process & document the process.

- Identify gaps in the existing process & develop internal operating procedures to achieve efficient hospital/department operation to enhance the patient experience.

- Measure the effectiveness of the process & make necessary modifications as and when necessary.

- Create action plans, set, and manage goals, delegate tasks, and track metrics.

- Plan & finalize the daily, weekly, monthly employee Roster/Rota.

- Handle & attend to the escalations made by the Doctors, other departments & patients.

- Maintain escalations & action taken log sheet on a daily, weekly, monthly basis.

- Set up a sturdy workflow shift-wise for all departments to improve work processes and efficiency.

- Ensure that the safety standards/ protocols are strictly adhered to in all the areas of the unit.

- Handle & oversee the facility management such as housekeeping, security, and F&B services.

- Ensure hygienic conditions are always maintained in the unit.

- Ensure there is an uninterrupted supply of water, electricity always.

- Perform other incidental tasks, as needed.

- MIS & reporting.

Patient Services:

- Conduct daily rounds of the unit (at different hours of the day), meet patients/attenders to

understand their concerns pertaining to the CDC services.

- Liaise with departmental heads to reduce turnaround time for various reports as well as improve

efficiency of processes.

- Address patient concerns/grievances/escalations.

- Improve service levels by conducting reviews, surveys, collate feedback and conduct satisfaction

measurement.

Team Management:

- Conduct hiring interviews for job opening/s.

- Conduct daily huddles, meetings with team members to discuss operating problems, organization,

budgetary matters, personnel matters, technical problems, and provide necessary solutions to issues.

- Supervise immediate subordinates in their performance of assigned responsibilities, provide advice, assistance, and guidance as necessary.

- Ensure all the team members are professionally dressed/groomed & conduct themselves in a professional manner.

- Develop and ensure the implementation of staff training and development programs which provide opportunities for individual employee growth.

- Resolve problems, mediate conflicts encountered during daily operations, determine appropriate solutions, and promote teamwork.

- Conduct performance appraisals, maintain time and attendance records.

Quality Control & Management:

- Design & introduce programs to improve the quality of patient care.

- Implement a structured quality assurance program to include safety and risk management aspects.

- Ensure all emergency code plans are in place, effective training done and followed by conduct of

periodic mock drills.

- Ensure effective data collection (including quality indicators), analysis and corrective actions.

- Ensure an audit process for all areas on a continuous basis.

- Ensure that the departmental safety standards/ protocols are strictly adhered to.

- Ensure effective reporting of incidents; carry out appropriate analysis and institute corrective and preventive actions.

Business & Finance Management:

- Responsible for the P&L of the unit.

- Improve the revenue; lower costs while meeting standards, eliminate wastage and thus ensure better profitability.

- Set pricing and make changes in pricing decisions in conjunction with the concerned stakeholders.

- Inventory Management, wastage elimination by effective analysis and cost control.

- Manage & ensure leads are attended to, and follow-ups are made to generate revenue.

Statutory Compliance:

- Liaison with statutory bodies for different License and applicable certificates.

- Maintain healthy relations with government authorities.

- Renewal of all licenses and insurances.

- Display of necessary licenses & certificates at the unit.

- Implement safety standards and develop procedures to ensure compliance.

Role Competencies:

Knowledge:

- Extensive knowledge of CDC operations.

- Knowledge of the principles and techniques of administrative management, including organization, planning, staffing, training, budgeting, and reporting.

Ability to:

- Plan, direct, and coordinate program and administrative activities of a CDC unit.

- Instruct, direct, and evaluate employees.

- Formulate policies and procedures for smooth functioning of operations.

- Appropriately allocate available resources.

- Establish effective working relationships with people at various levels.

- Remain calm & composed under pressure/crisis conditions.

Skills:

Excellent:

- Written, verbal communication & presentation skills.

- Organizing skills.

- Problem solving skills.

- Patient service and care skills.

- Computer skills with experience of using MS office (word, excel, ppt, outlook etc).

- Interpersonal skills.