We are looking for an experienced Chief Operating Officer (COO) to lead and manage our global hospital operations. The ideal candidate will have a strong background in healthcare operations with full (P&L) responsibility and experience in running hospital networks across different countries.

Exp: 15 + years

Location: Thane, Mumbai

Position: Chief Operations Officer (COO)

Key Responsibilities for COO:-

A. Expansion & Commissioning of New Centers

1. Lead end-to-end planning and execution for new center launches - from feasibility study to full operationalization.

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

3. Ensure timely licensing and regulatory compliance.

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

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

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

B. Operations Management of Existing Centers

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

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

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

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

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

C. Clinical Quality & Compliance

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

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

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

D. People, Culture & Leadership

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

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

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

E. Patient Experience & Service Excellence

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

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

3. Develop SOPs and training modules for continuous quality improvement and service excellence. 4. Ensure adherence to NABH, JCI, and other regulatory & clinical quality standards.

F. Financial & Resource Optimization

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

2. Ensure optimal utilization of medical infrastructure and human resources.

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

G. Technology & Data-Driven Operations

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

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

H. Risk & Crisis Management

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

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

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