Job Title : Associate/Assistant Vice President - Medical Operations & Quality

Department : Medical Administration / Quality

Reports to : CEO Healthcare

Job Summary :

The AVP - Medical Operations & Quality is responsible for overseeing and ensuring excellence in medical operations, patient experience, and adherence to quality standards across all clinical services. This includes driving service excellence initiatives, managing patient feedback systems, ensuring compliance with accreditation standards (e.g., NABH), developing SOPs and clinical protocols, and implementing operational standardization across facilities.

Key Responsibilities:

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/BHMS/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