Floor Coordinator / Floor Manager at Skipper Eye-Q Hospital

Job Summary

• The Floor Coordinator / Floor Manager will be responsible for ensuring the smooth day-to-day operations of the hospital floor by coordinating patient flow, supervising support staff, maintaining service quality, and ensuring an excellent patient experience.
• The role serves as the link between clinical and non-clinical departments to ensure efficient service delivery while maintaining Skipper Eye-Q Hospitals' standards of patient care and operational excellence.

Key Responsibilities
Floor Operations Management:

• Oversee daily operations of the assigned hospital floor.
• Monitor patient movement from registration through consultation, investigations, procedures, optical, pharmacy, billing, and discharge.
• Ensure minimal patient waiting time and smooth workflow.
• Conduct regular floor inspections to maintain cleanliness and organization.
• Ensure compliance with hospital operational policies and SOPs.

Patient Experience & Customer Service:

• Deliver exceptional customer service throughout the patient's visit.
• Welcome and guide patients and their attendants.
• Resolve patient complaints promptly and professionally.
• Escalate unresolved issues to management.
• Ensure patients receive timely updates regarding appointments and procedures.
• Monitor patient satisfaction and implement service improvement initiatives.

Staff Coordination & Supervision:

• Supervise Patient Relationship Executives, Receptionists, Housekeeping staff, Porters, and other support personnel.
• Allocate daily duties and monitor staff performance.
• Conduct daily briefings before clinic operations.
• Ensure staff maintain professionalism, punctuality, and proper grooming.
• Support onboarding and training of new floor staff.

Interdepartmental Coordination:

• Coordinate effectively with:
  • Ophthalmologists
  • Optometrists
  • Nurses
  • Counsellors
  • Optical Department
  • Pharmacy
  • Diagnostic Units
  • Billing Department
  • Housekeeping
  • Maintenance Team
• Ensure patients move seamlessly between departments without unnecessary delays.

Operational Monitoring:

• Monitor daily patient appointments.
• Track consultation turnaround times.
• Ensure consultation rooms are adequately prepared.
• Monitor the availability of consumables and equipment.
• Coordinate room readiness and patient scheduling.

Documentation & Reporting:

• Prepare daily operational reports.
• Maintain patient escalation logs.
• Record incident reports.
• Monitor patient feedback and complaint registers.
• Submit weekly and monthly operational reports to management.

Quality & Compliance:

• Ensure compliance with hospital policies and accreditation standards.
• Monitor infection prevention and control practices.
• Ensure patient confidentiality is maintained.
• Conduct routine floor audits.
• Promote continuous quality improvement initiatives.

Emergency Response:

• Coordinate immediate response during medical or operational emergencies.
• Ensure emergency protocols are followed.
• Assist with patient evacuation when required.
• Escalate emergencies to the Hospital Manager promptly.

Key Performance Indicators (KPIs)

• Patient satisfaction score
• Average patient waiting time
• Patient turnaround time
• Number of patient complaints resolved
• Staff attendance and punctuality
• Compliance with SOPs
• Daily clinic operational efficiency
• Cleanliness and safety audit scores
• Report submission accuracy and timeliness
• Reduction in patient service delays.

Requirements
Educational Qualification:

• Bachelor's Degree in Hospital Administration, Healthcare Management, Business Administration, Hospitality Management, or a related field.

Experience:

• Minimum of 3 years' experience in hospital operations, healthcare administration, hospitality, or customer service management.
• Experience in an ophthalmic or specialty hospital is an added advantage.

Required Skills
Technical Skills:

• Hospital operations management
• Patient flow coordination
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Hospital Management Information Systems (HMIS/EMR)
• Report writing and documentation.

Soft Skills:

• Excellent communication skills
• Strong interpersonal skills
• Leadership and team management
• Customer service orientation
• Problem-solving ability
• Conflict resolution
• Time management
• Decision-making
• Multitasking under pressure
• Attention to detail

Key Competencies:

• Patient-centric mindset
• Professionalism and integrity
• Leadership
• Accountability
• Team collaboration
• Operational excellence
• Service quality focus
• Initiative and proactiveness
• Adaptability
• Emotional intelligence.

Preferred Attributes:

• Experience working in an eye hospital or multi-specialty healthcare facility.
• Ability to thrive in a fast-paced, patient-focused environment.
• Strong leadership qualities with the ability to motivate multidisciplinary teams.
• Commitment to delivering outstanding patient care and continuous service improvement.