Job Description

Job Title:

OPD Head - Operations

Department:

Operations / Outpatient Department (OPD)

Reporting To:

Director - Operations / Executive Director

Location:

Sancheti Hospital, Pune

Job Objective:

To lead, manage, and enhance the efficiency, quality, and patient experience of the Outpatient Department (OPD) through effective operational planning, team leadership, and process excellence in alignment with hospital standards.

Key Responsibilities:1. Strategic & Operational Leadership

Oversee the entire OPD operations to ensure seamless, patient-centric services. Develop and implement strategies to improve patient flow, reduce waiting time, and enhance overall OPD efficiency. Plan and execute process improvement initiatives in coordination with the Operations Director. Ensure optimal resource utilization and workforce planning.

2. Team & Staff Management

Lead and supervise OPD executives, front desk, care managers, and support staff. Monitor staff performance, attendance, and adherence to protocols. Conduct regular meetings, training sessions, and performance evaluations. Foster a culture of accountability, empathy, and continuous improvement.

3. Patient Experience Management

Maintain high levels of patient satisfaction by ensuring courteous and efficient services. Address and resolve patient grievances promptly and professionally. Conduct periodic patient feedback surveys and implement improvement plans based on insights.

4. Consultant & Department Coordination

Coordinate with consultants and clinical departments to streamline appointment schedules and patient movement. Ensure timely availability of consultation rooms and required support services. Maintain effective communication between consultants and OPD administrative staff.

5. Process & Quality Assurance

Ensure compliance with hospital SOPs, NABH standards, and infection control guidelines. Maintain proper documentation, records, and reports for internal and external audits. Drive quality improvement projects within the OPD setup.

6. Reporting & Analysis

Prepare daily, weekly, and monthly MIS reports related to OPD operations, footfall, revenue, and feedback. Analyze operational data to identify trends, challenges, and areas for improvement. Present periodic reports to senior management with recommendations.

7. Cross-Department Collaboration

Liaise with billing, diagnostics, pharmacy, housekeeping, and maintenance teams to ensure smooth functioning of OPD. Support hospital events, health camps, and outreach programs as required.

Qualification & Experience:

Graduate / Postgraduate in

Hospital Administration, Healthcare Management, or Business Administration

.

10-12 years of experience

in OPD / Hospital Operations, with at least

3-5 years in a supervisory or managerial role

.

Key Skills & Competencies:

Strong leadership and people management skills Excellent communication and problem-solving abilities Strategic thinking with operational execution capability Data analysis and reporting proficiency Knowledge of NABH standards and hospital information systems (HIS) High emotional intelligence and patient-centric approach

Key Performance Indicators (KPIs):

Reduction in OPD waiting time Increase in patient satisfaction scores Staff productivity and attendance compliance Consultant satisfaction and coordination efficiency Process compliance and audit readiness
Job Type: Full-time

Pay: ₹40,000.00 - ₹45,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person