Manager On Duty

Key Job Responsibilities

A. Manager on Duty (MOD) Operations

• Monitor overall hospital functioning during assigned shifts and ensure continuity of services.
• Coordinate with doctors, nursing supervisors, Emergency, ICU, OPD, IPD, OT, and other departments.
• Act as the first point of administrative contact for operational issues during the MOD shift.
• Handle operational escalations and coordinate timely corrective action with the concerned departments.
• Ensure proper shift handover, including pending issues, patient-related concerns, and critical updates.
• Escalate critical incidents and unresolved matters to senior management as per hospital protocols.

B. Patient Experience & Grievance Management

• Address patient and attendant complaints professionally and empathetically.
• Coordinate with concerned departments for timely resolution of grievances and service-related concerns.
• Monitor delays in consultations, investigations, admissions, transfers, and discharges.
• Ensure patient concerns are documented, tracked, and closed within defined timelines.
• Support patient satisfaction initiatives and maintain a patient-centric service environment.

C. Medical & Clinical Coordination

• Coordinate with consultants, duty doctors, resident doctors, and nursing teams regarding operational requirements.
• Facilitate communication between clinical and non-clinical departments to minimize service disruptions.
• Follow up on patient-related administrative issues and pending requirements.
• Support coordination for emergency cases, critical patients, and interdepartmental transfers.
• Ensure appropriate escalation of clinical concerns to the responsible medical professionals without exceeding administrative authority.

D. Hospital Operations & Patient Flow

• Monitor bed availability, patient movement, admission processes, and discharge coordination.
• Coordinate with Billing, TPA/Insurance, Pharmacy, Diagnostics, and other departments to resolve operational bottlenecks.
• Support efficient utilization of hospital resources and timely delivery of services.
• Coordinate with Security, Housekeeping, Engineering, and Biomedical teams for operational issues.
• Identify recurring service delays and recommend process improvements.

E. Quality, Safety & Compliance

• Ensure compliance with hospital SOPs, patient safety policies, and applicable regulatory requirements.
• Support implementation and monitoring of NABH-related quality standards.
• Report incidents, near misses, safety concerns, and policy deviations through approved channels.
• Coordinate with Quality, Infection Control, and other departments during audits and inspections.
• Maintain patient confidentiality and ensure proper handling of medical and administrative records.

F. Reporting & Documentation

• Prepare daily MOD reports and shift handover summaries.
• Maintain records of patient complaints, operational escalations, incidents, and corrective actions.
• Monitor pending issues and follow up with the concerned departments until closure.
• Prepare operational MIS reports and share updates with the reporting manager.
• Ensure accurate, timely, and confidential documentation.

G. Team Coordination & Process Improvement

• Coordinate with hospital staff to ensure timely completion of assigned responsibilities.
• Maintain professional relationships with doctors, nurses, patients, attendants, and support teams.
• Identify operational gaps and suggest corrective and preventive measures.
• Participate in departmental meetings, quality improvement activities, and training sessions.
• Demonstrate accountability, discipline, and effective decision-making during assigned shifts.

Key Skills Required

• Hospital Operations Management: Understanding of OPD, IPD, Emergency, ICU, OT, admissions, discharges, and patient flow.
• Communication Skills: Excellent verbal and written communication with doctors, nursing teams, patients, and management.
• Problem-Solving: Ability to resolve operational issues quickly and escalate critical matters appropriately.
• Patient Grievance Handling: Skills in complaint resolution, conflict management, and patient relationship management.
• Interdepartmental Coordination: Ability to coordinate multiple departments and manage competing priorities.
• Leadership & Ownership: Strong accountability, teamwork, initiative, and decision-making within delegated authority.
• Quality & Compliance: Knowledge of hospital SOPs, NABH standards, patient safety, incident reporting, and confidentiality.
• Reporting & MIS: Proficiency in MS Excel, Word, email, and hospital information systems (HIS/HMIS).
• Time Management: Ability to prioritize tasks and work efficiently in a fast-paced hospital environment.
• Professional Conduct: Patient-centric approach, empathy, integrity, confidentiality, and emotional resilience.

Rotational Shift Requirements

• Willingness to work in rotational morning, evening, and night shifts according to hospital requirements.
• Availability for rotational weekly offs, weekends, and public holidays as per the duty roster.
• Ability to manage hospital operations independently during assigned shifts within the defined authority.
• Flexibility to support operational emergencies and critical escalations when required.
• Ensure proper handover and continuity of unresolved issues between incoming and outgoing shifts.