Assistant Vice President - Operations - Healthcare Industry

AVP Operations || Healthcare Industry || Gurugram

Job Description:

1. Medical Operations Management:

- Oversee day-to-day medical operations across all departments to ensure efficiency and clinical effectiveness.

- Coordinate with clinical and non-clinical teams to support seamless patient flow and minimize operational bottlenecks.

- Monitor and improve KPIs related to clinical operations (TATs, occupancy, ALOS, etc.).

2. Service Excellence:

- Lead hospital-wide service excellence programs to enhance the overall patient experience.

- Collaborate with departments to implement best practices in hospitality, communication, and clinical touchpoints.

- Regularly assess service delivery models and recommend improvements based on patient needs and expectations.

3. Patient Feedback Mechanism:

- Design and manage a robust system for capturing and analysing patient feedback (surveys, complaints, reviews).

- Ensure timely closure of patient grievances and implement service recovery protocols.

- Provide periodic analysis of feedback trends and drive corrective and preventive actions.

4. Quality Assurance & NABH Compliance:

- Lead preparation and maintenance of compliance with NABH accreditation and other statutory/quality certifications.

- Develop internal audit systems and coordinate hospital-wide quality audits.

- Train and guide teams on NABH standards, documentation, and process adherence.

5. SOPs, Protocols & Clinical Standardization:

- Develop, implement, and monitor standard operating procedures (SOPs) and clinical protocols in collaboration with department heads and clinical experts.

- Standardize medical and operational practices across all units to ensure uniformity and best outcomes.

- Ensure ongoing training and compliance for all staff with established protocols.

6. Data Analytics & Reporting:

- Analyze operational, clinical, and quality data to drive improvements and strategic decisions.

- Generate periodic reports for management review on quality metrics, patient satisfaction, and service delivery.

7. Team Leadership & Stakeholder Management:

- Lead cross-functional quality and operations teams to meet organizational goals.

- Liaise with internal and external stakeholders including consultants, accreditation bodies, and regulatory authorities.

- Mentor and build capacity of quality officers and operations staff.

Key Requirements:

- Education: MBBS/BDS/BAMS with a Postgraduate degree/diploma in Hospital Administration, Healthcare Management, or equivalent.

- Experience: Minimum 10-15 years in hospital operations and quality assurance, with at least 3-5 years in a leadership role.

- Certifications: NABH Assessor Certification (Preferred), Six Sigma, Lean Healthcare (Added advantage).

Skills:

- Strong leadership and communication skills

- In-depth understanding of NABH standards and quality frameworks

- Proficient in SOP development, training, and auditing

- Excellent analytical and decision-making skills

- Ability to drive cross-functional initiatives and manage change