Chief Operating Officer - Hospital Chain

Key Responsibilities for COO:

A. Expansion & Commissioning of New Centers

- Coordinate with Projects, Clinical Heads, HR, IT, Finance and Legal teams for smooth center commissioning.

- Ensure timely licensing and regulatory compliance.

- Standardize clinical and operational setup in line with specialty-specific protocols and corporate guidelines.

- Plan manpower requirement, facilitate recruitment in partnership with HR, and lead center onboarding readiness.

- Ensure robust integration of technology platforms (HIS, EMR, CRM) at new sites from day one.

B. Operations Management of Existing Centers

- Provide strategic and operational leadership to all running centers, ensuring uniform service delivery and outcomes.

- Oversee both clinical operations (OPD & IPD, procedures, diagnostics) and non-clinical functions (Front office, housekeeping, engineering, inventory).

- Track and manage performance KPIs: Patient Volume, ALOS, Conversion Ratio, Procedure Yield and Revenue per Patient.

- Conduct periodic center audits to ensure SOP compliance, clinical governance, cost control, and service quality.

- Act as escalation point for operational issues and patient grievance resolution.

C. Clinical Quality & Compliance

- Ensure centers adhere to internal clinical protocols, specialty-specific treatment pathways, and national quality guidelines.

- Monitor infection control, documentation, discharge accuracy, and clinical audit outcomes.

- Drive NABH/NABL (as applicable) accreditation and quality initiatives across the chain.

D. People, Culture & Leadership

- Collaborate with HR for workforce planning, competency mapping, talent development, and succession planning.

- Cultivate a service-driven, high-performance culture aligned with organizational values.

- Foster collaboration between clinical and non-clinical teams to ensure cohesive center operations.

E. Patient Experience & Service Excellence

- Champion patient satisfaction across all touchpoints registration, consultation, billing, follow-up.

- Monitor clinical and non-clinical quality indicators including patient satisfaction, feedback systems, grievance redressal, and incident tracking.

- Develop SOPs and training modules for continuous quality improvement and service excellence. Ensure adherence to NABH, JCI, and other regulatory & clinical quality standards.

F. Financial & Resource Optimization

- Lead operational budgeting, cost rationalization, and productivity improvements.

- Ensure optimal utilization of medical infrastructure and human resources.

- Collaborate with Finance for profitability targets and revenue growth strategies at each center.

G. Technology & Data-Driven Operations

- Leverage technology platforms for operations monitoring, patient management, and performance analytics.

- Promote adoption of digital innovations like teleconsultation, e-clinics, app-based booking, and EMR-driven workflow.

H. Risk & Crisis Management

- Establish robust systems for emergency preparedness, business continuity, and operational risk mitigation.

- Conduct mock drills, readiness checks, and incident debriefs to maintain high safety standards.