Outpatient Department (OPD) Manager

About the role

To oversee, direct, and optimize daily operational, administrative, and clinical support activities of the Outpatient Department (OPD), ensuring high standards of patient care, efficient clinic flow, and optimal resource utilization.

Key responsibilities

• Oversee day‑to‑day operations across all outpatient specialty clinics, ensuring timely openings, smooth patient flow, and minimal wait times.
• Coordinate physician schedules, clinic availability, and staffing levels to match patient volume demands.
• Identify and resolve bottlenecks in registration, consultation, diagnostics, and billing to improve turnaround time.
• Ensure clinic rooms, waiting areas, and medical equipment are clean, functional, and well‑maintained.
• Drive patient‑satisfaction initiatives, handle feedback and complaints, and ensure swift service recovery.
• Enforce compliance with hospital policies, infection‑control standards, and accreditation guidelines (e.g., JCI, GAHAR).
• Monitor performance metrics such as patient volume, waiting time, utilization rates, and satisfaction scores.
• Collaborate with billing and insurance teams to minimize claim rejections and maximize profitability.
• Oversee inventory of medical consumables, office supplies, and equipment needed for OPD operations.
• Lead, mentor, and evaluate administrative and clinical support staff, providing regular training on customer service and operational workflows.

Required profile

• Bachelor’s degree in healthcare administration, medicine, nursing, business administration, or a related field (master’s degree such as MHA, MBA, or Healthcare Management is a strong plus).
• 5–8 years of experience in healthcare operations, including 2–3 years in a managerial or supervisory role within an Outpatient Department or polyclinic environment.

Required skills

• In‑depth knowledge of Hospital Information Systems (HIS/EMR) and appointment‑scheduling/queue‑management software.
• Proficiency in data analysis and reporting tools such as Excel and Power BI.
• Strong capability in resource allocation and inventory management.