Chief Operating Officer Hospital

Chief Operating Officer (COO)

Mayom Hospital, 125-Bedded NABH Accredited, Gurugram Position Summary

The Chief Operating Officer (COO) is responsible for the comprehensive operational leadership of Mayom Hospital. The role ensures smooth day-to-day functioning, operational excellence, quality compliance, patient satisfaction, and continuous revenue growth. The COO oversees all clinical and non-clinical departments, optimizes resources, strengthens organizational processes, and drives both top-line and bottom-line performance in alignment with the hospital’s strategic goals. Key Responsibilities

1. Overall Hospital Operations Management

Provide leadership for complete hospital operations including OPD, IPD, Emergency, ICU, OT, Diagnostics, Pharmacy, Billing, Front Office, Support Services, and Outsourced Services. Ensure seamless coordination across departments for efficient patient care and service delivery. Monitor daily hospital functioning, address operational gaps, and resolve escalations promptly. 2. Revenue Generation & Growth

Drive strategies to increase

OPD footfall, IPD occupancy, surgery count, diagnostics volume

, and high-value specialty services. Monitor department-wise revenue and ensure the achievement of monthly/quarterly targets. Implement service improvements, new clinical programs, and cost optimization initiatives to enhance profitability. Collaborate with marketing, business development, and clinical teams to support revenue expansion. 3. Top Line & Bottom Line Management

Oversee the hospital’s financial health through efficient resource utilization. Maintain strong control over: Cost of consumables Manpower budgeting Procurement and inventory Outsourced agency expenses Maintenance & energy costs Review P&L statements and ensure sustainable margin improvement. Develop annual budgets and monitor variance against actuals. 4. Quality, Accreditation & Compliance

Ensure full compliance with

NABH standards

and lead internal audits, documentation, and quality improvement programs. Ensure regulatory compliance for PNDT, AERB, Bio-medical Waste, Fire NOC, Pollution Control Board, Pharmacy, Lab, and other statutory requirements. Strengthen patient safety initiatives and clinical governance. 5. Patient Experience & Service Excellence

Oversee front office, customer care, and grievance redressal systems. Ensure high standards of patient counseling, communication, and hospitality. Implement patient feedback mechanisms and continuous service improvement processes. Resolve escalated patient issues with promptness and professionalism. 6. Staff Management & Leadership

Lead, mentor, and evaluate all departmental heads including Nursing, HR, Finance, Maintenance, Housekeeping, Security, IT, and Quality. Oversee recruitment, training, performance appraisals, and discipline. Ensure staff morale, culture building, and adherence to hospital policies. Maintain adequate staffing as per NABH norms. 7. Departmental Coordination & Daily Round Management

Conduct daily hospital rounds and action planning with department heads. Identify operational bottlenecks and implement corrective steps. Conduct periodic review meetings with all verticals for performance tracking. 8. Operational Control of Outsourced Services

Oversee housekeeping, security, biomedical engineering, laundry, cafeteria, and other outsourced vendor services. Ensure adherence to SLAs, manpower deployment, and quality benchmarks. Negotiate contracts and monitor vendor performance and cost control. 9. Technology, IT & HIS Oversight

Ensure optimal usage of HIS for billing, pharmacy, lab, and clinical care. Oversee IT infrastructure, support services, CCTV monitoring, digital records, and data security. Drive automation and digital transformation initiatives. 10. Strategic Planning & Business Support

Participate in strategic decision-making with the CEO and management board. Identify new specialties, services, and business opportunities. Support marketing, corporate tie-ups, and government panel expansions. 11. Reporting & MIS

Review and submit daily, weekly, and monthly MIS reports on: Revenue performance Bed occupancy Daily admissions/discharges Cash, insurance & govt panel billing Patient feedback & service metrics Provide analytical insights for operational improvement and cost control. Qualifications & Experience

Master’s degree in Hospital Administration, Healthcare Management or MBA. Minimum

10–20 years of experience

in hospital operations, preferably in a 100+ bedded NABH-accredited facility. Strong experience in P&L management, operations leadership, staff management, and quality compliance. Core Competencies

Strategic and operational leadership Revenue-oriented decision-making Strong analytical & MIS interpretation skills Crisis management & problem-solving Excellent communication, coordination & team motivation Quality, safety & compliance mindset High accountability and integrity