Service Support Manager

1. Job Purpose

To oversee and manage the hospitals support services to ensure smooth day-to-day operations, high standards of patient experience, safety, hygiene, and regulatory compliance. The role involves coordinating with clinical and non-clinical departments to ensure efficient service delivery and optimal utilization of resources.

2. Key Responsibilities

Hospital Support Services Management

• Oversee daily operations of support services, ensuring uninterrupted hospital functioning.
• Manage housekeeping, facility management, security, transport, patient support services, and other assigned non-clinical services.
• Ensure effective coordination between support services and clinical departments.

Housekeeping and Infection Control

• Monitor cleanliness, hygiene, sanitation, and upkeep of patient care areas and common spaces.
• Coordinate with Infection Control and Nursing teams to ensure adherence to hospital hygiene protocols.
• Monitor housekeeping standards, cleaning schedules, and waste management practices.

Facility and Infrastructure Management

• Coordinate with the Engineering and Maintenance teams for preventive maintenance and timely resolution of facility-related issues.
• Ensure the availability and proper functioning of utilities, equipment, and infrastructure within the assigned scope.
• Support emergency preparedness, fire safety, and disaster management activities.

Vendor and Contract Management

• Manage outsourced service providers and manpower agencies.
• Monitor vendor performance, service-level agreements (SLAs), manpower deployment, and contractual compliance.
• Identify opportunities for cost optimization without compromising service quality.

Patient Experience and Service Quality

• Ensure timely resolution of patient and attendant concerns related to support services.
• Monitor service quality and implement corrective actions based on feedback and audits.
• Collaborate with Patient Relations and Operations teams to improve the overall patient experience.

Team Management

• Supervise support services personnel and ensure adequate manpower deployment.
• Define responsibilities, monitor performance, and conduct regular team reviews.
• Identify training needs and ensure compliance with hospital policies and procedures.

Quality, Safety and Compliance

• Ensure compliance with hospital policies, applicable statutory requirements, and accreditation standards such as NABH, wherever applicable.
• Participate in internal audits, quality improvement initiatives, and corrective action plans.
• Maintain relevant operational records, reports, and documentation.

Budgeting and Reporting

• Monitor departmental expenses, consumables, and resource utilization.
• Prepare periodic performance reports, operational dashboards, and cost analysis.
• Track key performance indicators (KPIs) and implement continuous improvement initiatives.

3. Educational Qualification

• Bachelor’s degree in Hospital Administration, Healthcare Management, Business Administration, or a related discipline.
• A postgraduate qualification in Hospital Administration or Healthcare Management would be preferred.

4. Experience

• 5–8 years of experience in hospital operations or support services management.
• Prior experience managing multiple hospital support functions, outsourced vendors, and operational teams is preferred.
• Experience in a multispecialty hospital environment will be an added advantage.

5. Key Competencies

• Hospital operations and support services management
• Vendor and contract management
• Team leadership and coordination
• Patient service orientation
• Cost control and resource optimization
• Problem-solving and decision-making
• Quality assurance and regulatory compliance
• Communication and stakeholder management

6. Key Performance Indicators (KPIs)

• Support services audit scores and compliance levels
• Patient and attendant satisfaction
• Resolution time for service-related complaints
• Housekeeping and facility maintenance performance
• Vendor SLA adherence
• Budget adherence and cost optimization
• Manpower productivity and attendance