Floor Manager - Emergency/ICU

Patient Navigation & Single Point of Contact:

• Act as the single point of contact for patients and attendants for all services.
• Meet all admitted patients post-admission, during treatment, and pre-discharge, ensuring continuous engagement.
• Resolve patient and attendant queries independently, escalating only when required as per protocol.
• Ensure patient care services by :
• Performing daily floor manager feedback rounds and addressing and resolving the patient concerns

Effectively managing patient discharge process :

• Planned discharge: coordinate with admitting doctor and plan patient discharges on daily basis
• Discharge counselling:

To conduct D 1 & D 0 discharge counselling.

• Discharge tracking: check for early morning discharge status and follow up to make sure patient should be out within the prescribed timeline.
• Ensure the proper morning hurdle to be done with each department representative for any patient related concerns to be solved on urgent basis.
• Performs following duties related to hospital information systems :
• Ensures new admission received in the system on time
• Proper discharge status update on time and follow up for discharges on the system.
• Ensuring ward unit performance and patient satisfaction

Ensuring effective patient care on wards/ floors through :

• Timely doctors rounds
• Availability of doctors on floor
• Prompt nursing response for patient needs
• Empathetic behavior of the staff towards patient and attendants
• Regular facility upkeep
• Complain management :

To timely address and resolve patient / attendant complaint

• Adherence to quality policies and standards:
• Conducting quality audits
• Sharing compliance report to the chairman/ quality champion of the concerned department related to medical record audits, documentation compliance, clinical pathways and KPIs
• Developing process and framework for ensuring compliance to all the quality audits

Manage and supervise the following department works on floor :

• Security/GDA /housekeeping/F&B issue.
• Nursing response to call bell.
• Analyzes and streamlines the process in wards for e.g. Attendant passes and home medication and home food and suggest reform.
• Gives daily report of the respected departments/floors to the medical superintendent office.
• Feedback and evaluation and suggestions for improvement.

Admission, Scheduling & Operational Coordination:

• Prepare and circulate Day -2 and Day -1 admission lists, including direct admissions, procedures, pediatric cases, etc.
• Coordinate real-time bed allotment and patient flow management.
• Ensure timely chemo note signing, drug indenting, receiving, mixing, and bedside delivery.
• Ensure timely closure of cross referrals and inter-departmental requests.

Patient Experience, Feedback & Complaint Resolution:

• Collect written and telephonic patient feedback during and post-discharge.
• Conduct post-discharge experience calls via the Zykr App, capturing full hospital-stay feedback.
• Ensure complaint resolution within defined TAT, with proper RCA and stakeholder involvement.
• Escalate unresolved issues through the defined escalation matrix and ensure closure.

Floor Management & Service Standards:

• Maintain the look, feel, and decorum of the floor, ensuring patient experience standards are met.
• Take accountability for team responsibilities during staff absence or breaks.
• Assist floor teams and comply with instructions from senior leadership and program management.

Desired Qualification: Medical Graduate/ Postgraduate in Hospital Administration, Healthcare Management, Business Administration, or related discipline