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Head - Clinical Operations and Service Excellence

Mumbai Permanent View Job Description
Head - Clinical Operations and Service Excellence will oversee and drive the overall operational efficiency and service excellence across the hospital(s). The role involves ensuring seamless coordination of clinical services, adherence to quality standards, patient satisfaction, and implementing best practices to optimize clinical and operational outcomes.
  • 1. Opportunity to work in a leading healthcare institution in India
  • 2. Opportunity to contribute to quality healthcare to the community

About Our Client

Our client is a hospital(s) committed to providing compassionate care, fostering medical excellence, and making healthcare accessible to all members of the community.

Job Description

The key responsibilities include:

1. Clinical Operations Management
➢ Oversee the day-to-day operations of clinical departments, ensuring efficiency and alignment with hospital goals.
➢ Develop and implement policies and protocols to standardize clinical processes.
➢ Monitor resource utilization (e.g., beds, equipment, staff) to ensure optimal performance.
➢ Collaborate with medical, nursing, and allied health teams to enhance clinical service delivery.2. Service Excellence
➢ Develop and implement strategies to enhance patient experience and satisfaction.
➢ Monitor patient feedback and implement corrective actions to address service gaps.
➢ Establish and uphold service quality benchmarks in line with national and international healthcare standards.
➢ Train staff on patient-centric care principles and service excellence practices3. Quality and Compliance
➢ Ensure compliance with healthcare regulations, accreditation standards (e.g., NABH, JCI), and clinical governance protocols.
➢ Develop and oversee quality improvement initiatives for clinical and operational processes.
➢ Monitor clinical outcomes and Key Performance Indicators (KPIs) for continuous improvement.

4. Leadership and People Management
➢ Lead and mentor multidisciplinary teams to foster a culture of excellence and collaboration.
➢ Conduct regular performance reviews and provide actionable feedback to staff.
➢ Develop workforce training programs to enhance skillsets and competencies5. Financial Management
➢ Prepare and manage budgets for clinical operations and service improvement initiatives.
➢ Monitor and control operational costs while maintaining high-quality care delivery.
➢ Identify and implement cost-saving opportunities without compromising patient care.6. Strategic Initiatives
➢ Drive innovation in clinical operations through technology adoption and process optimization.
➢ Lead special projects, such as hospital expansions, service line development, or digital
transformation.
➢ Collaborate with external stakeholders and partners to enhance service offerings

The Successful Applicant

Key Performance Indicators (KPIs):

  • Achieve targeted average LOS across departments.
  • Maintain an optimal bed occupancy rate (e.g., 80-85%)
  • Reduce TAT for admissions, discharges, and diagnostic services
  • Achieve a minimum target satisfaction score (e.g., 90%+)
  • Maintain or exceed NPS benchmarks.
  • Decrease average resolution time for patient complaints
  • Maintain outcomes within national/international benchmarks (e.g., mortality and readmission rates).
  • Achieve >90% compliance in quality and regulatory audits.
  • Maintain operational costs within budget while achieving clinical objectives
  • Improve revenue per occupied bed without compromising quality.
  • Reduce voluntary staff turnover to below the industry average.
  • Ensure 100% staff participation in mandated training programs.
  • Achieve high satisfaction scores in periodic employee surveys



Educational Qualifications & Experience:

  • MBBS with MHA or MBA (Healthcare Management) preferred.
  • 12-15 years of experience in hospital operations, with at least 5 years in a leadership role.
  • Proven success in driving service excellence and clinical operational efficiency.



Skills & Competencies:

  • Strong leadership, communication, and stakeholder management skills.
  • Expertise in clinical operations, quality management, and patient care models.
  • Analytical skills to track and improve performance metrics.
  • Knowledge of healthcare regulations, accreditation standards, and governance frameworks.
  • Proficiency in healthcare management systems and data-driven decision-making.

What's on Offer

The candidate has an opportunity to join a renowned hospital with a strong reputation for excellence. Leverage your leadership skills to make a meaningful contribution and advance your career within a prestigious healthcare institution.

Quote job ref
JN-012025-6653712

Job summary

Function
Healthcare & Life Sciences
Sub Sector
General Manager
What is your area of specialisation?
Healthcare / Pharmaceutical
Location
Mumbai
Job Type
Permanent
Job Reference
JN-012025-6653712

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.

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